NEOGOV · 1 month ago
Support Technologist II 2025-02885
Cheyenne, WY
Full-time
Hybrid
New Grad, Entry Level
$24.78/hr - $24.78/hr
0+ years expNEOGOV is seeking a Support Technologist II to provide technical support to all State agencies in Wyoming. This role involves delivering Tier 1 technical assistance for various state-issued devices and managing user accounts while ensuring customer satisfaction and adherence to established policies.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Under close supervision, provides Tier 1 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 2 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 contribute 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 by actively listening to and asking probing and clarifying questions of customers 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 and peers on issues to find solutions that meet customer needs
Escalates more complex issues to senior-level technicians and management as needed
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 to engage and communicate with the team
Contributes to fostering a positive and dynamic workplace
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
Ask appropriate questions to gather information effectively to contribute to the overall health of the knowledge base
Shares 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
Fosters a proactive stance towards emerging technologies
Seeks opportunities for cross-training sessions to build combined expertise, and sharing of relevant knowledge and information
Performs 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 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
Qualification
Required
Proven experience as a help desk technician or other IT specific customer support role
Working knowledge of Google Applications, Account Management, and current hardware and software technologies
Ability to diagnose, manage and communicate complex IT issues with appropriate internal and external stakeholders to ensure quick and efficient resolution for customers
Keen attention to detail, memory of patterns and interest in problem solving
Strong ability to effectively manage multiple tasks simultaneously
Exceptional customer service, including the ability to exercise good judgment and self-control, maintaining a professional temperament during challenging interactions
Bachelor's Degree (typically in Computer Technology)
0-1 year of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist I
3-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist I (if education is not met)
Preferred
IT Hardware, Software and System knowledge
Demonstrated experience in customer service
Experience in IT Help Desk Support or with experience in an IT Call Center
Experience in troubleshooting and resolving customer IT related issues remotely
Experience in Active Directory Account Management
Experience in Google Account Management
Benefits
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
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.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase