SUPPORT SPECIALIST I 2024-01723

Description and Functions

Open Until Filled

GENERAL DESCRIPTION :

TThe primary focus of this position will handle the support of the Wyoming Game & Fish (WG&F) Electronic Licensing Systems network, servers, and clients.

This position will serve as the Information Technology Liaison between the Tier 1 (General Support) staff and the Department of Game and Fish.

Human Resource Contact : Jennifer Erickson / 307-275-5114 / [email protected]

ESSENTIAL FUNCTIONS : The listed functions are illustrative only and are not intended to describe every function which may be performed at the job level.

Subject matter expert for Game and Fish. Troubleshoot, diagnose and resolve difficult problems related to computer hardware and software, including desktops, printers, mobile devices, and standard and unique software.

Understand the agency and operations to provide timely, effective, and efficient support. Expertise in agency-specific software and hardware requirements.

• Works with agency staff to determine IT requirements, and provides quotes for required equipment and software. Tests and deploys newly acquired equipment or software.
• User Account Management for assigned agencies to include user account creation, modifications, and policy. Works with agency staff to determine data access requirements for agency personnel.
• Conducts special projects as assigned; projects for small agencies to include migrations, equipment replacements, and desktop or server upgrades.

Works with the team to establish assignments and procedures.

• Configures, implements, maintains systems, and performs specific duties specific to operations of the Game and Fish in serving state customers.
• Escalate an issue to the next level when problems occur that are beyond the skills of the technician and track the problem until it has been resolved.

Qualifications

PREFERENCES :

• Preference may be given to those with experience in troubleshooting and supporting PC hardware, software, and peripherals.
• Preference may be given to those with experience in customer service skills.
• Preference may be given to candidates with experience in Tier 1 Desk Support.
• Preference will be given for A+ or Net+ certifications.

KNOWLEDGE :

• Ability to manage time efficiently to respond to system problems and user requests. Determine and apply given standards, procedures, and tools to accomplish work.
• Ability to demonstrate a calm, rational, and organized approach to tasks, especially when under pressure.
• Skill in interpersonal relations, oral and written communications; ability to communicate clearly and effectively with people both within and outside of the agency.
• Demonstrate ability in the responsible management of service delivery and excellent negotiation skills.
• Working knowledge of server and workstation systems integration and operating systems.
• Knowledge of networking protocols,LAN, and VPN communications.
• Have a good understanding of the organization's policy framework, technical environment, management structures, and procedures for service delivery..
• Knowledge of software packaging, system imaging, and deployment
• Knowledge of user administration for Active Directory.
• Knowledge of internet-based video streaming.
• Knowledge of inventory management.
• Knowledge of procurement processes.
• Knowledge of Mac, Windows, and Linux environments

MINIMUM QUALIFICATIONS :

Education :

Bachelor's Degree (typically in Computer Technology)

Experience :

0-1 year of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Technician

Education & ExperienceSubstitution :

3-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Technician

Certificates, Licenses, Registrations :

None

Necessary Special Requirements

PHYSICAL WORKING CONDITIONS :

• Alternate work schedules and shift work, including weekends and holidays, may be required
• Must be able to lift up to 50lbs
• May be subject to on-call 24 / 7 one week per month
• Travel will be required

NOTES :

• FLSA : Non-exempt
• The successful candidate must pass a background check.

Supplemental Information

077-Enterprise Technology Services - Customer Support

Click here 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.