IT Statewide Systems Support Engineer 1,2 (Euc Wh)

State of Louisiana•Monroe, LA

3d•Onsite

About The Position

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. 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. The incumbent of this position reports to the EUC IT Manager 2. EUC is the primary point of contact for all statewide IT incidents, issues, and requests from over 30,000 users and devices across more than 720 locations. EUC services are divided into 5 core areas of concentration, including Field Operations, Advanced Remote Support, End User Technology, Incident and Ops Management, and Comm and Network Services. 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. This position requires occasional to frequent lifting of equipment weighing up to 50 pounds, from floor to waist, waist to shoulder, and shoulder to overhead heights. Duties may be performed in highly complex and secure 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 the following: 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 Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes.

Requirements

Seven years of experience in information technology; OR Six years of full-time work experience in any field plus five years of experience in information technology; OR An associate's degree in information technology plus five years of experience in information technology; OR A bachelor's degree plus five 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 four years of experience in information technology; OR A master's degree plus four years of experience in information technology.
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.

Responsibilities

Provides technical design services for a statewide information technology end-user function at the enterprise level.
Acts as a technical support subject matter expert for staff and other functional areas of OTS.
Provides feedback to customers concerning advanced technical incidents.
Surveys customer technical and business process information gathering and performs analysis to prepare for system implementations or software changes.
Provides end-user support through information updates, creation and tracking of service requests, and performing advanced hardware and software troubleshooting tasks.
Performs local area network troubleshooting with assistance from engineers for network routers, switches, and cabling.
Responsible for evaluating workload and ticket status, assigning tasks, and monitoring various daily operating functions, including interaction with the user and the vendor community, recording requests for assistance from users, and tracking and solving user problems from recognition to resolution.
Oversees the performance of second-level and third-party support activities, including incident and problem determination and resolution to ensure defined Service Levels are being met.
Acts as a project leader 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 all other tasks, special projects, analysis, studies, and plans as directed.