IT STATEWIDE SYSTEMS TECHNICIAN 1-4 (EUC RM)

Job Title

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing section.

Job Description

The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The Office of Technology Services will work to increase the return on the State's investment in technology by promoting smart decision-making, solving problems intelligently, increasing the rate of project success, and fostering a skilled and professional staff. Incumbent of this position reports to the EUC IT Statewide Systems Support Engineer. EUC is the first point of contact for all statewide IT incidents, issues and requests from more than 30,000 users and devices in 720+ locations. EUC services are divided into 4 core areas of concentration including: Field Operations, Advanced Remote Support, End User Technology, and Incident and Ops Management. Incumbent of this position is responsible for field office technical support of advanced devices in the assigned region. The hardware to be supported may be specialized or complex and includes various types of network devices, servers, Audio/Video components and associated peripherals in addition to desktop and end user devices. All work tasks are assigned and monitored through the service management ticket system. The incumbent will need to be travel authorized to drive a state and/or personal vehicle to support OTS customer offices throughout the domiciled region and may travel frequently to OTS customer offices around the state to provide technical support services. Duties may be performed in highly complex and secured environments including prisons, mental health institutions and developmental facilities. The Division of Administration is the state government's management arm and the hub of its financial operations. Division offices perform a wide variety of activities including overseeing the state's capital construction program, working to provide state and federal grants for community development, development of the state budget, providing technology services, giving agencies guidance in the state purchasing and contracting process as they seek goods and services, and administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes.

Minimum Qualifications

Four years of experience in information technology; OR Six years of full-time work experience in any field plus two years of experience in information technology; OR An associate's degree in information technology plus two years of experience in information technology; OR A bachelor's degree plus two years of experience in information technology; OR A bachelor's degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus one year of experience in information technology; OR A master's degree plus one year of experience in information technology. EXPERIENCE SUBSTITUTION: Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field. NOTE: A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.

Job Duties and Other Information

Job Duties:

• Acts as the first point of contact to provide end user support through information updates, creation and tracking of service requests, performing basic or advanced hardware, and software troubleshooting tasks. Performs user and system account management tasks such as: resetting passwords, updating user account information, tracking and updating assigned asset information. Provides feedback to customers concerning basic and advanced technical incidents. Surveys customer technical and business process information gathering and performs analysis to prepare for system implementations or software changes. Technically leads user and system testing of new or changed software and hardware settings and configuration. Performs installation, configuration, break/fix, troubleshooting, repair and decommissioning tasks. Leads and participates in large-scale hardware and software deployment projects at locations within the region or infrequently around the state.
• Utilizes ticketing system to receive work orders and log all services provided and hours worked. Documents solutions for issue and problem resolution for future knowledge base needs. Participates in statewide emergency preparedness and response planning and support activities including setting up temporary networks, computers and printers at shelters and other relocation sites. Responsible for creation of project documentation, end user messaging information and end user training guides. Performs installation, maintenance, and configuration of software and applications. Functions as a technical liaison with the end user, OTS technical teams, third party support groups and the vendor community to perform device hardware, software and application troubleshooting for resolution of issues and problems.
• Acts as a technical lead for team members and assists with providing basic, advanced and highly complex onsite and remote end user hardware, software and application support for devices including: desktops, laptops, tablets, phones, printers, scanners, audio/video units, fax units and associated peripherals in customer offices. Performs mobile device management enrollment and configuration deployment. Acts as a project consultant for hardware and software deployments and changes to establish requirements, timeline, resources, costs and overall plans. Leads highly complex projects pertaining to end-user technologies. Performs local area network troubleshooting with assistance from higher-level engineers for network routers, switches and cabling. Travels throughout the domiciled region as needed or around the state as requested.
• May provide direct or functional supervision over lower-level personnel. May serve as a technical lead for providing training to personnel on highly complex end user services and technologies. Participates in continuing education and skills growth training related to end user support tasks. Participates in meetings with supervisors, technical and program office staff. Identifies opportunities for improvement of services and operations and makes recommendations to supervisory staff. Participates in scheduled on-call rotation to provide after-hours support.
• Performs all other tasks, special projects, analysis, studies, and plans as directed.

Position-Specific Details:

Appointment Type: This vacancy will be filled by new hire or by promotion of a current permanent status classified employee.

Career Progressions: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Systems Technician 1, 2, 3 or 4.

Compensation: The salary range listed on the job posting reflects the pay grade minimum and maximum for the IT Statewide Systems Technician 1 job title. The salary range pay grade minimum and maximum for the other levels of the career progression group can be viewed using the links below:

IT Statewide Systems Technician 2

IT Statewide Systems Technician 3

IT Statewide Systems Technician 4

Louisiana is a "State as a Model Employer" for People with Disabilities.

Benefits

Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity to make a difference through public service. With an array of career opportunities in every major metropolitan center and in many rural areas, state employment provides an outstanding option to begin or continue your career. As a state employee, you will earn competitive pay, choose from a variety of benefits, and have access to a great professional development program:

Insurance Coverage More information can be found at

Parental Leave Up to six weeks paid parental leave More information can be found at

Holidays and Leave State employees receive the following paid holidays each year:

• New Year's Day
• Martin Luther King, Jr. Day,
• Mardi Gras,
• Good Friday,
• Memorial Day,
• Independence Day,
• Labor Day,
• Veteran's Day,
• Thanksgiving Day and Christmas Day.

*** Additional holidays may be proclaimed by the Governor State employees earn sick and annual leave which can be accumulated and saved for future use. Your accrual rate increases as your years of service increase.

Retirement State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works). These retirement systems provide retirement allowances and other benefits for state officers and employees and their beneficiaries. State retirement systems may include (but are not limited to):

• Louisiana State Employees Retirement System ( ). LASERS has provided this video to give you more detailed information about their system
• Teacher's Retirement System of Louisiana ( ),
• Louisiana School Employees Retirement System ( ), among others