Support Technologist III 2025-00520

This position leverages automation to provide primary operational supervision of network and device monitoring, circuit troubleshooting, telecommunications, systems, encompassing thousands of end-points, and facilitates service restoration. Focus centers on coordinating with agency and outside technicians (including local and federal government, commercial partners, vendors, and all Wyoming educational institutions) utilized by all state government programs and functions, for real-time reporting, analysis, and restoration of services.

• Network Support and Restoration of Services: The Network Operations Center technicians operate in a highly visible, dynamic and politically sensitive environment, and as such, have operational oversight of internal and external networking devices/systems, including availability, monitoring and respond to events reported by State Agencies, Educational Institutions, non-State government entities, general public, and commercial IT providers. Duties also include mastery of the SolarWinds Enterprise Network Monitoring solution, to determine failure root cause and provide technical input for service restoration, in addition to configuring and adding computing devices into the SolarWinds database.
• Specific tasks within area of responsibility: Under limited supervision, conducts needs analysis for systems and infrastructures, including computerized metric information gathering, notifications, defines root cause problem solving, and restoration requirements. Configures, installs, maintains, designs, develops, tests, debugs, documents, and implements systems and infrastructures, applications.
• Provides technical assistance and training to users of automation applications. Serves as liaison between the production and delivery of customer requests and keeps advised of the weekly agency AB (Change Advisory Board) meetings, details. Communicate and place orders for restoration services on behalf of state entities with network service providers, such as local phone companies, long haul circuit providers, and system specialists. Coordinate repair actions with network engineering group. Direct others in tasks required to restore service. Inform users as to current status of the network nodes and restoration expectations. Assist end-users in network troubleshooting techniques on the distant end. Technologies involved include: Enterprise network monitoring and analytics solution, multiplexers, CheckPoint Edge devices, routers, digital phone trunks, TCP/IP, DSL, PCs, servers, firewalls, Ethernet, network switching, and phone equipment.
• Customer Service: Provide ‘Best-In-Class’ help desk services for all state agencies, educational institutions, vendors, private public and state partners with the enterprise ticket tracking systems; create, track and update all tickets, produce incident logs, Trello tickets, and process all commercial Dig-Notice requests. Performs Tier I & II level support, documents, tracks and places service calls to the ETS staff, state agencies, educational institutions, contractors, and vendors for the repair to servers, routers, switches, network appliances, mainframe, controlled equipment and network restoration.
• Mainframe Support: Provide Print Control: Run, Force-in, re-run and regulate various print batch jobs from Control-M program. Observe console highlighted messages for their meaning and impact on the operation and teleprocessing of the users’ tasks. Interact politely with users to resolve their problems to a satisfactory level. Monitor and maintain an adequate amount of supplies on the job site (including paper, special forms, and parts to complete daily tasks). Place service calls to the proper contracted vendors for repairs to mainframe, servers, printers, and environmentally controlled equipment.
• Provide assistance for end-users accessing the State of Wyoming central computing server (Mainframe). Troubleshoot connection problems, including problems with hardware, VPN, and secure (SSL) telnet software. Provide assistance to end-users in the use of terminal emulation software. Reset mainframe passwords. Train users on password requirements. Perform level 1 and 2 control center support for mainframe applications, including CICS, TSO.
• Data Centers and Environmental Monitoring: Monitor and operate the Data Center(s) environmental control devices, including: APC InfraStruXure Manager Software, SolarWinds, Niagara (Honeywell systems), for monitoring data center environmental (power, fire suppression, UPS, air conditioning, temperature), and surveillance cameras. Environmental Monitoring and Life Safety devices include FM200 fire suppression system, A/C’s and humidifier units, UPS unit, and emergency generator status to recognize problem symptoms and work to a solution. Requires knowledge of proper startup, shutdown and all emergency measures.
• Systems Checks: Perform a daily walk through of all technology related areas and data centers, checking for proper function of all computer complex areas pertinent to the ETS operation. Operate the emergency generator, UPS, and other backup power systems. Prepare a daily shift turnover report noting any irregularities to the host or any abnormal operations. Assist fellow co-workers to complete daily tasks and all other duties as assigned.

PREFERENCES: 

 

• Ability to resolve calls on first contact when able or assign to higher level support when unable to resolve the issue
• Ability to provide superior customer service
• Ability to work independently
• Ability to assist users with basic application support
• Ability to identify and research technical issues beyond their skill set and apply them successfully to user issues
• Ability to identify tech at risk and notify senior techs
• Ability to manage user email and active directory accounts
• Ability to communicate professionally and effectively employing empathy and patience with both internal and external customers
• Working knowledge of TCP/IP, networking protocols, networking topologies, circuit troubleshooting, ticketing systems, windows networking theory, spreadsheets, email platforms, best practices in network monitoring technologies, Active Directory functions, customer service best practices techniques, mainframe operations, enterprise printing solutions, system batch jobs,(running jobs, abends, reprints, etc.), user level maintenance on printers, personal computers, telephone systems, general knowledge of enterprise network operations and topologies, ability to understand HVAC monitoring values, data center climate conditions and environmental controls. Ability to work with little or no supervision in a sometimes stressful environment.

PHYSICAL WORKING CONDITIONS:

 

• Typical office setting

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