Support Technologist III 2026-00057
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Support Technologist III 2026-00057
Salary
$5,147.99 Monthly
Location
Cheyenne, WY
Job Type
Permanent Full-time
Remote Employment
Flexible/Hybrid
Job Number
2026-00057
Department
Wyoming Department of Enterprise Technology Services
Division
Enterprise Technology Services
Opening Date
01/09/2026
Closing Date
Continuous
FLSA
Non-Exempt
Job Classification
CTSS08
Description
Benefits
Questions
Description and Functions
Open Until Filled
GENERAL DESCRIPTION:
This position provides technical support, with guidance, technical expertise, customer satisfaction, and timeliness to assigned State agencies. The Computer Technology Support Specialist III works in a team environment to provide Tier 2 direct software and hardware support for state issued desktops, laptops, printers, VoIP enabled devices, wireless mobile devices, and work with higher level technicians to complete projects. Troubleshoots information systems and determines the best course of action and resources required to return the system to optimum performance. Manages directory services for assigned agencies to include user account creation, modification, and adhering to agency specific policies.
Working for the State of Wyoming offers more than a paycheck. Our total compensation package includes:
Comprehensive health, dental, and vision insurance
Paid vacation, sick leave, FMLA, and holidays
Retirement - Pension and 457B plans that help you build a secure future
Flexible schedules and work-life balance options
Meaningful work that makes a difference for Wyoming communities
and MUCH MORE! Click here for detailed information (https://ai.wyo.gov/for-job-seekers/benefit-information) , or you can watch this short video to learn about our benefit package! (https://youtu.be/DxeKSDMAjcw?si=90XLWN-kJ1Y0EGfL)
Want to see the full value of your compensation beyond salary?
Explore our Total Compensation Calculator: compensationcalculator.wyo.gov
Human Resource Contact: Jennifer Erickson / 307-275-1460 / Jennifer.Erickson1@wyo.gov
ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function that may be performed at the job level.
Performs Tier 2 device troubleshooting to diagnose and assist with resolving difficult problems related to state-issued devices, hardware and software, to include desktops, printers, servers, mobile devices, and standard enterprise software and/or guidance on agency-specific software. Gain an understanding of the agency's operations to provide timely, effective and efficient support.
Implements and trains other lower-level ETS technicians on specialized procedures and/or specialized technical testing equipment.
Manage directory services for assigned agencies to include user account creation, modifications, and policy. Provides end-user support for all statewide agencies.
Recommends, tests, and deploys newly acquired equipment or software. Works within a team to complete special projects such as State agency migrations, equipment replacement, agency moves, and mass operating system or enterprise application upgrades.
Refers issues to the next service or tier level when problems occur that are beyond the skills of the technician.
Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance. Accurately documents instances of hardware failure, repair, installation, and removal.
Assist in troubleshooting network connectivity issues and escalate problems when necessary.
Qualifications
PREFERENCES:
Preference may be given to those with experience in troubleshooting and supporting Operating Systems, PC hardware, and Peripherals within the past 5 years.
Preference may be given to those with experience with ServiceNow or similar ticket tracking systems.
Preference may be given to those with experience with Unified Endpoint Management Systems or similar.
Preference may be given to those with knowledge of ITIL principles.
Preference may be given to those with experience in providing excellent customer service, team collaboration, team building, and time management skills.
Preference may be given to those with entry-level experience in languages like PowerShell & Batch scripting or the administration of common tasks on endpoints.
Preference may be given to those with experience in technology lifecycle refreshes and inventory management.
Preference may be given to those with experience in TCP/IP and troubleshooting connection issues with network-attached devices such as IP phones and computers within the past 5 years.
Preference may be given to those with experience managing, deploying, and updating network-attached printers within the past 5 years.
KNOWLEDGE:
Thorough knowledge and understanding of desktop operating systems
Work within multiple groups of ETS to assist in statewide troubleshooting
Knowledge of Active Directory, with emphasis on security and distribution groups, group policy, permissions, file security, and scripts
Knowledge of IP, Active Directory, and network protocols
Knowledge of tools, standards, methods, best practices, and industry trends in enterprise-wide workstation imaging and deployment
Ability to understand and follow applicable policies and regulations, demonstrate strong written and verbal communication skills, and stay current on current and emerging technologies
Knowledge of using computer technologies and best practices to enhance the departmental efficiencies to better reach agency business goals
Resolve tier 2 tickets or forward them to higher-level support when unable to resolve the issue
Provide superior customer service
Work Independently
Troubleshoot users' problems over the phone and remotely resolve IT-related issues
Responsible for repairing problems with all computers and/or coordinating repair of computer equipment with the appropriate vendor
Perform updates and maintenance on software
Assist users with basic application support
Ability to identify and research technical issues beyond their skill set, and apply them successfully to resolve any user issues
Install upgrades, including configuration, installation, and transfer of software
Provide training to end users on computer policies and guidance on enterprise applications
Submit and follow up on service calls with vendors and/or agency staff
Ability to identify tech at risk and notify senior techs
Ability to tear down and rebuild physical computer equipment, including but not limited to motherboards, fans, hard drives power supplies
Ability to tear down and rebuild all ETS support printers
Ability to verify proper cabling and functionality
Ability to troubleshoot all ETS-supported devices, on-site, working directly with users at their location to resolve all issues
Ability to image and deploy all ETS-supported devices
MINIMUM QUALIFICATIONS:
Education:
Bachelor's Degree (typically in Computer Technology)
Experience:
0-2 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist I
OR
Education & Experience Substitution:
3-5 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist I
Certificates, Licenses, Registrations:
None
Necessary Special Requirements
PHYSICAL WORKING CONDITIONS:
May work evenings or weekends to meet deadlines or solve problems.
Occasional travel to different locations within the State to assist other technicians.
Must be able to lift up to 50 lbs.
NOTES:
FLSA: Non-Exempt
Successful candidate must complete a background check.
Supplemental Information
Click here (https://ai.wyo.gov/divisions/human-resources/consultative-services/compensation/pay-tables-salary-averages) to view the State of Wyoming Classification and Pay Structure.
URL: http://agency.governmentjobs.com/wyoming/default.cfm
The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities.
Class Specifications are subject to change, please refer to the A & I HRD Website to ensure that you have the most recent version.
Working for the State of Wyoming means more than a job - it's a stable, rewarding career that lets you make a difference while enjoying a great quality of life.
Employees enjoy:
Comprehensive health coverage- medical, dental, and vision plans for you and your family
Voluntary Benefits- including life insurance for you and family members, ambulance, pet insurance, short/long-term disability, flex spending and health savings accounts
Multiple retirement options- including the Wyoming Retirement System and a 457B account, helping you plan for long-term financial security
Generous paid leave and flexible schedules- vacation, sick leave, paid FMLA and 11 paid holidays each year
Public Service Loan Forgiveness eligibility- for those with qualifying student loans
Training and professional development- to support your career growth and advancement
Employee Assistance Program - Includes paid short-term counseling, legal, financial and work-life benefits and select employee discounts
Wellness Program - Earn paid time off and incentives by focusing on your personal health
Know your full value.
Your paycheck is only part of the picture. The State of Wyoming offers a Total Compensation Calculator that shows the full value of your salary plus benefits, so you can clearly see what your complete compensation package looks like.
Explore your total compensation:https://compensationcalculator.wyo.gov/
WORKING FOR THE GREATEST STATE IN THE NATION - Wyoming offers a lifestyle you can't find anywhere else - wide-open spaces, clean air, friendly communities, year-round recreation, andno state income tax.
Click here for detailed information (https://ai.wyo.gov/for-job-seekers/benefit-information) or you can watch this short video to learn about our benefit package! (https://youtu.be/DxeKSDMAjcw?si=90XLWN-kJ1Y0EGfL) .
