Computer Support Technician III

The Endpoint Support SME / Team Lead III is responsible for providing advanced technical leadership, escalation support, and enterprise endpoint subject matter expertise within Oklahoma Management and Enterprise Services - Information Services (OMES IS). This role focuses on complex troubleshooting, operational leadership, process improvement, endpoint standards, and enterprise support coordination across Windows, macOS, iOS, and Android platforms.

This position requires advanced enterprise support experience and strong leadership capabilities. The Endpoint Support SME / Team Lead III serves as a senior escalation resource and technical leader supporting statewide enterprise endpoint operations, support initiatives, and continuous service improvement efforts.

Responsibilities

• Serve as the primary escalation point for advanced endpoint and enterprise support issues.

• Lead troubleshooting efforts involving operating systems, hardware, enterprise applications, device management, and endpoint services.

• Provide mentorship and technical guidance to Tier 1 and Tier 2 support staff.

• Assist in developing operational standards, support procedures, and technical documentation.

• Support enterprise endpoint management initiatives and operational improvement efforts.

• Collaborate with engineering, infrastructure, networking, and security teams on enterprise support projects.

• Identify opportunities to improve support workflows, automation, endpoint reliability, and customer experience.

• Participate in enterprise deployments, migrations, and support modernization initiatives.

• Monitor support trends, escalations, and recurring incidents to identify root causes and operational improvements.

• Ensure compliance with enterprise support standards, SLAs, and documentation requirements.

• Coordinate support activities across multiple statewide locations and operational teams.

• Participate in on-call escalation rotations and critical incident response activities., The Office of Management and Enterprise Services provides excellent service, expert guidance and continuous improvement in support of our partners' goals. We are a highly qualified workforce

committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible.

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities. Duties may change at any time with or without notice.

Do you have experience in macOS?, Do you have a High school diploma or GED?, * Advanced enterprise endpoint troubleshooting and escalation experience.

• Strong experience supporting Windows, macOS, iOS, and Android platforms.

• Experience leading technical support operations and mentoring support staff.

• Strong experience with ServiceNow and enterprise incident management processes.

• Experience collaborating with infrastructure, networking, security, and engineering teams.

• Strong analytical, troubleshooting, and leadership skills.

Preferred Skills and Experience

• Experience with enterprise endpoint management platforms.

• Experience with scripting, automation, or operational process improvement initiatives.

• Familiarity with Microsoft Intune, endpoint configuration, or device lifecycle management.

• Experience supporting large-scale or government enterprise environments.

• Relevant technical or leadership certifications (Microsoft, ITIL, Apple, or similar).

Physical Demands and Work Environment

• Work is usually performed in office environment with moderate noise levels.

• Requires extended periods of sitting, computer use, and phone communication.

• Occasional standing, walking, lifting, and reaching may be required.

• Requires travel between statewide agency locations based on operational needs.

• May require participation in after-hours support and critical incident response activities., * Bachelor's degree and 5+ years of relevant experience, OR

• Associate's degree and 7+ years of relevant experience, OR

• High School Diploma or GED and 9+ years of relevant experience, OR

• Equivalent experience (one year of relevant experience for each year of required education).

Pulled from the full job description

• Paid holidays, * Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.