Computer Support Technician III

State of Oklahoma • Oklahoma City, OK

2d • Onsite

About The Position

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.

Requirements

• 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.
• 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).

Nice To Haves

• 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).
• Relevant information technology experience with the state agency.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior