Computer Technology Support Specialist II 2026-02066

Computer Technology Support Specialist II 2026-02066

Salary

$5,603.87 - $6,226.13 Monthly

Location

Douglas, WY

Job Type

Permanent Full-time

Job Number

2026-02066

Department

Wyoming Department of Enterprise Technology Services

Division

Enterprise Technology Services

Opening Date

09/16/2026

Closing Date

Continuous

FLSA

Determined by Position

Job Classification

CTSU08

• Description
• Benefits
• Questions

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:

This is a direct bill position within ETS responsible for providing technical support and expertise to the Wyoming Law Enforcement Academy (WLEA).

The Computer Technology Support Specialist Il works in a team environment to provide Tier 2 direct hardware and software support for state-issued desktops, laptops, printers, VoIP-enabled devices, and wireless mobile devices. This position works with higher-level technicians to complete projects for the WLEA.

The position uses technical expertise to troubleshoot information systems and determine the best course of action and resources required to return the system to optimum performance. The incumbent will assist in the troubleshooting of information systems, network, telephony, and firewall equipment with the guidance and oversight of specialized teams that have a narrow focus on these hardware components.

The position will utilize ITSM best practices to track tickets, monitor workflow, and provide solutions in a timely manner to meet customer expectations and satisfaction.

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 Resources Contact: Jennifer Erickson / 307-275-1460 / Jennifer.Erickson@wyo.gov

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

• Provide Tier 2 support for WLEA users experiencing issues that cannot be resolved at the Tier 1 level. Efficiently resolve critical issues with State-issued hardware devices, including but not limited to desktops, laptops, printers, and peripherals. Telephony, wireless devices, and agency-owned servers. Oversee the operation of the WLEA network, computer lab, building management software, and computer simulation equipment. Maintain the WLEA student lab and classrooms, keeping all hardware and software up-to-date and functional. Manage WLEA hardware and software inventories and work closely with ETS support teams on replacement schedules. Provide comprehensive support to customers, addressing both WLEA-specific and enterprise software, and demonstrate a thorough understanding of WLEA operations. Identify customer needs and offer guidance and solutions to resolve technological issues that meet or exceed customer expectations. Leverage knowledge and skill sets to work independently and make decisions to diagnose and resolve complex problems, showcasing elevated responsibility and expertise to address intricate issues with a broad impact on overall system performance. Ensures and maintains regular communication of information with WLEA staff, customers, peers, and management to keep stakeholders informed on the progress of the issue.
• Collaborates closely with WLEA 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 employ appropriate questions and input to enhance engagement, communication, and support from the team. Seeks and considers ideas from those reluctant to express their points of view, anticipates and recognizes unspoken concerns, and builds rapport with customers and team members through listening and discussion while encouraging, empowering, and motivating others. Demonstrates consideration of others and is willing to be flexible in others contributions to the team. Acknowledges and celebrates the successes of teammates through praise and recognition.
• Ensures the timely resolution of issues and the delivery of services through the ticketing system. Adheres to ITSM best practices when managing incidents and service requests. Investigates and diagnoses complex technical issues escalated from Tier 1 support, utilizing advanced troubleshooting techniques and skill sets. Logs all interactions and resolutions accurately within the ticketing system and escalates to the next tier when necessary. Regularly communicates with customers on their issues, providing updates at regular intervals on the progress of the ticket, and verifying the issue was resolved before closing out the ticket.
• Proactively cultivate and invest in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software. Embrace a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrate a commitment to enhancing skills and knowledge. Fostering a proactive stance towards emerging technologies. This includes leading by example to create and foster growth within the team and ETS by promoting continual learning. Facilitates cross-training sessions to build combined expertise and sharing of relevant knowledge and information that was deduced from the advancement of their skill set.
• Conduct testing, diagnostic assessments, and repairs on diverse hardware equipment, including but not limited to, desktops, laptops, monitors, printers, scanners, other peripherals, and internal componentry. Evaluate, test, and implement newly acquired equipment or software within a collaborative team and make recommendations to the WLEA based on the results of such evaluations. Execute specialized projects like software migrations, equipment replacements and refreshes, and large-scale operating system or enterprise application upgrades. Anticipates and adapts to advanced responsibilities aligned with advanced positions.
• Contributes collaboratively to the development and enforcement of policies for logging, reporting, and proactively monitoring PC performance. Compiles information and experience to create new knowledge base articles and standard operating procedures in precise detail, including but not limited to hardware failure, repair, installation, configuration, and removal, ensuring a comprehensive and accurate documentation process. Maintains existing documentation to keep up with current technologies and solutions. Asks appropriate questions to gather information effectively and contribute to the overall communication and support. Shares information with team members and customers in predefined common locations.
• 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, including providing critical incident support for agencies not assigned to the team directly. This necessitates demonstrating flexibility and unwavering commitment to achieving shared goals. Additionally, individuals are expected to execute these additional duties and tasks with a high level of professionalism, even when working outside their typical assignments, to ensure success in these supplementary tasks.

Qualifications

PREFERENCES:

Preference may be given to those with scripting experience.

Preference may be given to those with experience in video conferencing.

Preference may be given to those with experience in supporting a classroom/computer lab environment.

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 the area of enterprise-wide workstation imaging and deployment.
• Ability to understand and follow applicable policies and regulations; demonstrate strong written and verbal communication skills. Stay current on current and emerging technologies.
• Knowledge of using computer technologies and best practices to enhance 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 I.T.-related issues.
• Responsible for repairing problems with all computers and/or coordinating the repair of computer equipment with the appropriate vendor.
• Perform updates and maintenance on the 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, and hard drives, and power supplies.
• Ability to tear down and rebuild all ETS-supported printers.
• Ability to verify proper cabling and functionality.
• Ability to troubleshoot all ETS-supported devices, onsite working directly with users at their location to resolve all issues.
• Ability to image and deploy all ETS-supported devices.

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 Classification and Pay Structure.

Click here to view the State of Wyoming Total Compensation Calculator.

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.

Human Resources Contact: Jennifer Erickson / 307-275-1460 / Jennifer.Erickson@wyo.gov

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 9 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

(CTSU08) 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

(AA) Describe your relevant experience in the box below.

05

Please describe your scripting experience.

• None
• Less than 1 year.
• 1 year to less than 4 years.
• 4+ years.

06

Please describe your experience in video conferencing.

• None.
• Less than 1 year.
• 1 year to less than 4 years.
• 4+ years.

07

Please describe your experience in supporting a classroom/computer lab environment.

• None.
• Less than 1 year.
• 1 year to less than 4 years.
• 4+ years.

08

(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 Resourses Division
• Friend or Acquaintance (Not State Employee)
• Current State Employee
• Other

09

(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.

10

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

11

(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 and understand that, if claiming Veterans Preference, I must attach the appropriate supporting documentation to each application I submit in order to receive Veterans Preference.

• Yes, I have read and understand the Veterans Preference Disclosure.
• No, I am not claiming Veterans Preference

12

(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

13

(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