Computer Support Technician III

The Computer Support III is responsible for providing advanced technical leadership, escalation support, and enterprise endpoint subject matter expertise within the supported agency environment. This role focuses on complex troubleshooting, operational leadership, process improvement, endpoint standards, and enterprise support coordination across all hardware and software platforms.

As a senior resource, this position works closely with the Project Manager to execute core agency initiatives, collaborate with cross-functional network and security teams, manage asset lifecycles, and ensure high-quality service delivery to end users.

Position Responsibilities

Technical Leadership & Escalation Support

• Serve as the primary escalation point for advanced endpoint, hardware, and enterprise support issues within the agency.

• Provide day-to-day mentorship, technical guidance, and collaborative support to frontline technician staff.

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

• Lead localized troubleshooting efforts involving operating systems, hardware provisioning, and enterprise core applications.

Endpoint Operations & Tactical Focus Areas

• OMES Support Service & User Assistance: Deliver high-touch user assistance, training, and rapid response to maintain established service delivery standards.

• Asset Tracking & Procurement: Manage comprehensive asset tracking projects via ServiceNow, maintain accurate hardware inventories, manage hardware ordering processes, and obtain vendor quotes.

• Hardware Refresh Deployment: Coordinate and execute the delivery, configuration, and setup of new hardware, ensuring seamless deployment during large-scale laptop and workstation refreshes.

• Network & Security Collaboration: Partner with Network Operations (NetOps) and Security teams to assist with system maintenance, access troubleshooting, and secure application implementations.

• Onboarding & Offboarding Support: Manage the technical onboarding processes for new employees, including provisioning accounts, setting up hardware, and verifying system access.

• Application Deployment & Testing: Actively participate in the development, testing, and practical implementation of agency-specific applications and software utilities.

Service Management & Coordination

• Utilize ServiceNow for incident management, service requests, asset tracking, and comprehensive ticket documentation.

• Adhere to and enforce established service level agreements (SLAs) and customer service expectations.

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

• Participate in scheduled on-call escalation rotations and critical incident response activities as required., * Strong experience supporting Windows, macOS, and mobile operating systems in enterprise environments.

Minimum Qualifications (one of the following):

• A Bachelor's degree and five (5) or more years of relevant experience; OR

• An Associate's degree and seven (7) or more years of relevant experience; OR

• A High School Diploma or GED and nine (9) or more years of relevant experience; OR

• An equivalent combination of education and experience, substituting one year of relevant IT experience for each year of required education., * Advanced enterprise endpoint troubleshooting, hardware diagnostics, and tier-escalation experience., * Proven experience leading technical support operations, coordinating team tasks, or mentoring support staff.

• Direct experience utilizing ServiceNow or a similar enterprise ticketing system for incident and asset management.

• Strong interpersonal, communication, and time-management skills with a focus on customer service excellence.

Preferred Skills and Experience

• Familiarity with Microsoft Intune, Active Directory, and Microsoft 365 identity services.

• Experience handling hardware lifecycle management, vendor quoting, and asset tracking workflows.

• Experience working in large-scale public sector or government IT enterprise environments.

• Relevant technical certifications (CompTIA A+, Network+, Security+, Microsoft, or similar).

Physical Demands and Work Environment

Work is usually performed in an office environment with moderate noise levels. Requires extended periods of sitting, computer use, and phone communication. Occasional standing, walking, and reaching may be required. Must be able to lift and transport IT equipment weighing up to 30 pounds. Requires travel between state agency locations based on operational needs.

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.

Job Detail s

Full-time 40-hour work weeks.

Support's: IS Workplace Services (Assigned to Oklahoma Health Care Authority - OHCA Support)

Salary up to: $68,049, This is a full-time position, working 40 hours per week.

About OMES

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.