Support Technologist III 2026-01736

Support Technologist III 2026-01736

Salary

$32.33 - $35.92 Hourly

Location

Cheyenne, WY

Job Type

Permanent Full-time

Remote Employment

Flexible/Hybrid

Job Number

2026-01736

Department

Wyoming Department of Enterprise Technology Services

Division

Enterprise Technology Services

Opening Date

07/10/2026

Closing Date

7/27/2026 11:59 PM Mountain

FLSA

Non-Exempt

Job Classification

CTSS08

• Description
• Benefits
• Questions

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:

The Computer Technology Support Specialist III is the first point of contact for customers experiencing technical issues. This position provides technical support to all State agencies, demonstrating a degree of technical expertise, timeliness, and customer satisfaction with minimal supervision. This position works in a team environment to provide Tier I technical assistance and support for state-issued software, desktops, laptops, printers, VoIP-enabled devices, and wireless mobile devices. This position works with higher-level technicians to complete agency initiatives and projects. This position manages user accounts, including account provisioning, modification, and suspensions following established policies and procedures and assists in the training of lower-level technicians.

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, or you can watch this short video to learn about our benefit package!

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.

• Under close supervision, provides Tier I remote troubleshooting support for customers experiencing software and hardware issues. Efficiently resolves issues with State-issued hardware devices, including but not limited to desktops, laptops, printers, peripherals, VoIP-enabled devices, wireless mobile devices, and user login issues. Provides first-call resolution by troubleshooting, analyzing, and diagnosing hardware and software problems according to industry best practices and ETS standards, guidelines, and procedures. Documents customer interactions, findings, and results through the ETS ticket management system. Escalates tickets to Tier II support teams as needed to resolve the issue.
• Adheres to ITSM best practices when managing incidents and service requests. Asks appropriate questions to gather information effectively and contributes to the ticket to aid in troubleshooting and resolution efforts. Logs all interactions and resolutions accurately within the ticketing system and escalates to the next tier when necessary. Ensures and maintains regular communication of information with customers, peers, and management to keep stakeholders informed on the progress of the issue.
• Consistently interacts professionally with customers utilizing soft skills, including communication, self-awareness, emotional intelligence, persuasion, adaptability, problem-solving, and teamwork. Actively listens to and asks probing and clarifying questions of customers, peers, and management to assess problems and resolve issues. Acts with courtesy, empathy, and respect toward customers, peers, and management and executes followership skills. Focuses on the end result to deliver customer value through the timely delivery of services.
• Performs account management duties, including user account provisioning, modification, and suspension, as well as support for groups and resource calendars. Maintains confidentiality of sensitive information and adheres to established policies and procedures, including those additionally required by specific agencies. Fulfills services within established service level expectations. Offers informed recommendations to agencies concerning the security and availability of account resources based on ETS-established policies and procedures.
• Collaborates closely with customers, peers, management, and other stakeholders on complex issues to find solutions that meet customer needs. Communicates and shares information regularly based on work needs, individual requirements, management directives, and other specific situations. Actively listens, asks clarifying questions, and summarizes input to verify understanding and employs appropriate questions and input to enhance engagement, communication, and support from the team. Acts as a role model for fostering a positive and dynamic workplace. Assists in the training of new and junior technicians. Seeks and considers ideas from those reluctant to express their points of view. Anticipates and recognizes unspoken concerns to build rapport with customers and team members through listening and discussion while encouraging, empowering, and motivating others. Considerate of others' ideas and is willing to be flexible in their contributions to the team. Acknowledges and celebrates the successes of teammates through praise and recognition.
• Contributes collaboratively to the development and enforcement of policies for logging, reporting, and troubleshooting supported technologies. Compiles information and experience to create and contribute to new knowledge base articles and standard operating procedures in precise detail. Maintains existing documentation to keep up with current technologies and solutions. Asks appropriate questions to gather information effectively to contribute to the overall health of the knowledge base. Share information with team members and customers in predefined common locations.
• Proactively cultivates and invests in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware, and software. Embraces a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrates a commitment to enhancing skills and knowledge. Collaborates closely with team leaders and peers to disseminate acquired knowledge and participates in cross-training sessions to develop collective expertise. Actively contributes to the sharing of pertinent information derived from skill set advancements.
• Perform responsibilities and tasks that go beyond the primary job functions, requiring individuals to manage diverse assignments aimed at enhancing the overall success of the team and organization. This necessitates demonstrating flexibility and commitment to achieving shared goals, and performing these additional duties and tasks with a high level of professionalism, even when working outside their typical assignments, to ensure success.

Qualifications

PREFERENCES:

Preference may be given to candidates with experience providing end-user technical support, including phone-based or remote IT support in a call center or customer service environment; strong customer service skills gained through public- or client-facing roles; experience managing user accounts, roles, and system permissions; and experience using enterprise IT Service Management (ITSM) ticketing systems for incident logging, ticket prioritization, and outage management.

KNOWLEDGE:

• Knowledge of foundational customer service principles and best practices for delivering high-quality user support.
• Knowledge of professional phone etiquette and communication techniques for managing diverse customer interactions.
• Knowledge of remote IT troubleshooting methodologies and tools used to resolve end-user technical issues.
• Knowledge of user account administration, including managing roles, system permissions, and access controls.
• Knowledge of enterprise ITSM frameworks, specifically incident cataloging, ticket prioritization, and outage management workflows.

MINIMUM QUALIFICATIONS:

Education:

Bachelors 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 to view the State of Wyoming Total Compensation Calculator.

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.

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, and no state income tax.

Click here for detailed information or you can watch this short video to learn about our benefit package!.

01

(AA) Which of the following best describes your highest completed level of education to date or within the next three (3 months)? (Transcripts may be required.)

• High School Diploma/GED/or Equivalent
• Some college Coursework, No Degree Received
• Associates Degree
• Associates Degree and additional coursework
• Bachelors Degree
• Bachelors Degree and additional coursework
• Masters Degree
• Masters Degree and additional coursework
• Doctorate Degree
• Doctorate Degree and additional coursework
• None of the Above

02

(AA) Which of the following Quarter/Semester credit hours best describes your completed college education to date or within the next three (3 months)? (Transcripts may be required.)

• 45+ Quarter hours/30+ Semester hours
• 90+ Quarter hours/60+ Semester hours
• 136+ Quarter hours/91+ Semester hours
• 180+ Quarter hours/120+ Semester hours
• 225+ Quarter hours/150+Semester hours
• N/A

03

(CTSS08) How many years of relevant work experience or transferable skills do you have related to the job description?

• No relevant experience, but willing to learn.
• Less than one (1) year of relevant experience.
• One (1) to less than two (2) years of relevant experience.
• Two (2) to less than three (3) years of relevant experience.
• Three (3) or more years of relevant experience.

04

How many years of experience do you have providing technical support services to end users?

• None
• Less than 1 year
• 1 to 2 years
• 3 - 5 years
• 5+ years

05

Please briefly describe your technical support experience.

06

How many years of experience do you have utilizing customer service skills, in any industry, environment, or role?

• None
• Less than 1 year
• 1 to 2 years
• 3 to 5 years
• 5+ years

07

Please briefly describe your customer service experience and how you approach helping others.

08

How many years of experience do you have interacting with or supporting customers over the phone, regardless of the type of job?

• None
• Less than 1 year
• 1 to 2 years
• 3 to 5 years
• 5+ years

09

Please briefly describe your experience handling phone-based customer interactions.

10

How many years of experience do you have providing technical support to end-users, remote or phone based?

• None
• Less than 1 year
• 1 to 2 years
• 3 to 5 years
• 5+ years

11

Please briefly describe your background in providing remote or phone based technical support.

12

How many years of experience do you have managing user accounts, roles, and system permissions?

• None
• Less than 1 year
• 1 to 2 years
• 3 to 5 years
• 5+ years

13

Please briefly describe your experience managing user accounts and permissions (e.g. Active Directory, Entra ID, Google Workspace, etc.)

14

How many years of experience do you have using enterprise ITSM/ticketing systems?

• None
• Less than 1 year
• 1 -2 years
• 3-5 years
• 5+ years

15

Please briefly describe your experience with ticketing systems, including your familiarity with incident cataloging, ticket prioritization, and outage management.

16

(A) Where did you hear about this opportunity?

• Government jobs www.governmentjobs.com/careers/wyoming
• Indeed
• LinkedIn
• Zip Recruiter
• Wyoming Workforce Center
• Other job sites (Wyoming at Work, Monster, etc.)
• Social Media (Facebook, Twitter, etc.)
• Newspaper/Newsletter Advertisement
• Career Fair
• Human Resources Division
• Friend or Acquaintance (Not State Employee)
• Current State Employee
• Other

17

(A1) If you selected "Current State Employee" please provide the employees first and last name, and include the department they work for if known. Please limit this response to only one employee. This employee may be eligible for a Referral bonus.

18

(A1) If you selected Other, please tell us where you heard about this opportunity.

19

(AA) VETERANS PREFERENCE DISCLOSURE: PER WYOMING STATUTE, current employees of the State of Wyoming are not eligible for veterans preference. If you are not a current employee of the State of Wyoming, to be eligible to receive veterans preference you MUST have been a resident of the State of Wyoming for a period of one (1) year or more at any time prior to submitting this application. I have read and understand the veterans preference disclosure.

• Yes
• No
• I am not a veteran

20

(AA) VETERANS PREFERENCE: If you are a war veteran as defined in section 101, Title 38, United States Code or are the surviving spouse of a war veteran who receives survivor benefits from the federal government based on the veterans military service, and wish to claim veterans preference, please attach the appropriate documentation substantiating your claim. Indicate below your appropriate veterans preference status. By requesting veterans preference, you are certifying that you meet the statutory requirements as described in the above disclosure.

• Current State Employee
• Veteran - DD214 Attached
• Disabled Veteran (10% or more) - DD214 and Veterans Disability Determination Attached
• Surviving Spouse of a Deceased Veteran - DD214 and proof of Survivor Benefit Attached
• None of the above

21

(AA) Please be advised that an incomplete application WILL NOT be considered for employment. An attached resume is not required and is not an acceptable substitution for a completed application. Some State of Wyoming agencies use E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities at https://www.uscis.gov/e-verify. I have read and understand the above statement.

• Yes
• No

Required Question

Employer State of Wyoming

Address Human Resource Contact Information located in the

General Description Section

Statewide, Wyoming, 82002

Phone 307-777-7188

Website http://agency.governmentjobs.com/wyoming/default.cfm