IT Statewide Systems Support Engineer 1,2 (EUC KS)

State of Louisiana•Baton Rouge, LA

1d•Onsite

About The Position

The Division of Administration/Office of Technology Services has a vacancy for an advanced-level lead technical position in support of multiple highly complex, multi-agency local, metropolitan, and wide area networks under OTS's responsibility. The primary focus of this position is the monitoring of all OTS network systems as a member of the OTS Enterprise Network Operations Center (NOC) team. This position will require the incumbent to develop and maintain a highly complex knowledge of network technologies, routing, switching, security architectures, and specialized expertise in network management software and systems. The incumbent may be required to participate in an on-call rotation, and is eligible for on-call pay. 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 OTS End User Computing unit provides support for approximately 30,000+ end users and devices in 600+ offices statewide. 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, and 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.
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

Design, administer and manage changes in the highly complex network and service monitoring systems.
Functionally supervise the NOC personnel for monitoring and response, assigning priorities and areas of responsibility, determining and arranging for adequate technical training and support tools.
Responsible for monitoring the operation of the state network for performance, fault, change management, and responding to detected problems; ensure system configurations are backed up for quick recovery from device failures.
Monitor server and application operations and performance that impact customer experience and network access such as DNS, DHCP, VoIP.
Work Incident and Problem Management cycles and escalations serving as the technical expert on specific highly complex systems.
Lead OTS Service Transition services projects.
Consult and interact with other OTS and State Agency personnel, vendors of communications and network management software and hardware and services, and end users.
Design, develop, and manage team key performance indicators.
Document tasks for standard installation, testing, provisioning tasks, device configuration templates, scripts for problem handling, and incident responses.
Provide timely information and status to OTS Executive staff and other key OTS personnel through announcements and notifications.
Review and report on systems, configurations. Audit for standards compliance.
Design, review run-books, scripts and procedures for incident response.
Design, submit, and review KB articles.
Research, review and evaluate highly complex technologies, processes, and approaches to identify opportunities to enhance existing EUC NOC monitoring and response capabilities.
Oversee and design the maintenance of standards and operational procedures to be followed by Network Operation Center personnel for the day-to-day management of the statewide data network monitoring and incident response. Some examples include: - Maintenance notification, significant service outage, network device monitoring processes. - NOC system management and incident response documentation.