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

State of Louisiana•Monroe, LA

11h•Onsite

About The Position

The Division of Administration’s Office of Technology Services (OTS) is hiring for its End User Computing (EUC) section. EUC is the first point of contact for statewide IT incidents, issues, and requests from more than 30,000 users and devices across 720+ locations. The position provides field-office technical support for advanced devices in an assigned region. Supported hardware may be specialized or complex and includes network devices, servers, audio/video components and peripherals, desktop computers, and other end-user devices. Work is assigned and monitored through the service management ticket system. The incumbent reports to the EUC IT Manager 2 and may travel frequently to customer offices around the state, driving a state or personal vehicle, to provide support. Duties may take place in highly complex and secured environments, including prisons, mental health institutions, and developmental facilities. The role includes occasional to frequent lifting of equipment up to 50 pounds. The position provides enterprise-level technical design and support for statewide end-user technology services. Responsibilities include advanced troubleshooting, account and asset management, network troubleshooting, documentation and training, project leadership, service improvement, support oversight, and coordinating with OTS technical teams. The employee may direct the daily work of personnel and participate in emergency operations during disaster events. This vacancy is restricted to promotion of a current permanent-status OTS employee and may be filled at the IT Statewide Systems Support Engineer 1 or 2 level through a career progression group. A permanent-status employee may be required to serve a new probationary period in lieu of promotion.

Requirements

Meet one of the following minimum qualification pathways: seven years of information technology experience; six years of full-time work experience in any field plus five years of information technology experience; an associate’s degree in information technology plus five years of information technology experience; a bachelor’s degree plus five years of information technology experience; a bachelor’s degree with 24 semester hours in information technology, computer science, engineering, mathematics, or business analytics plus four years of information technology experience; or a master’s degree plus four years of information technology experience.
Every 30 semester hours from an accredited college or university may substitute for one year of the six years of full-time work experience in any field, up to 120 semester hours and a maximum substitution of four years.
An approved-area certification may substitute for education and/or experience requirements at hire or promotion when the appointment is made from a Certificate of Eligibles.
Be a current permanent-status Office of Technology Services employee; the vacancy is filled by promotion.
Be authorized to travel and drive a state and/or personal vehicle to OTS customer offices throughout the assigned region and potentially around the state.
Lift equipment up to 50 pounds, with occasional to frequent lifting from floor to waist, waist to shoulder, and shoulder to overhead.
Complete a background check; prospective employees may also be subject to pre-employment drug testing and employment eligibility verification through E-Verify.
Include relevant, detailed education and experience information in the application; resumes are not accepted in lieu of completed application sections.

Responsibilities

Provide technical design services for statewide, enterprise-level end-user technology functions.
Serve as a technical lead in designing end-user services and technologies and training personnel on highly complex services.
Document issue and problem-resolution solutions for future knowledge-base use.
Create project documentation, end-user messaging, and end-user training guides.
Provide subject-matter expertise and technical support to staff and other OTS functional areas.
Conduct and participate in meetings with management, technical staff, and program-office staff.
Identify service and operational improvement opportunities, design implementations, and recommend actions to management.
Gather customer technical and business-process information and analyze it in preparation for system implementations or software changes.
Provide end-user support by updating information, creating and tracking service requests, and performing advanced hardware and software troubleshooting.
Perform user and system account management, including password resets, account-information updates, and assigned-asset tracking and updates.
Troubleshoot local area networks, including routers, switches, and cabling, with assistance from engineers.
As needed, direct personnel’s daily work; evaluate workload and ticket status; assign tasks; and monitor daily operations, user and vendor interactions, assistance requests, and problem resolution.
Oversee second-level and third-party incident and problem support to help ensure defined service levels are met.
Coordinate with higher-level technical support staff across OTS teams.
Ensure OTS standard baseline configuration settings are adopted and applied to applicable customer devices.
Design and deploy mobile-device-management enrollment and configurations.
Lead hardware and software deployment and change projects by establishing requirements, timelines, resources, costs, and plans.
Lead highly complex projects involving end-user technologies.
Participate in planning, coordination, and activation of staff and resources for emergency operations during disaster events around the state.
Perform other assigned tasks, special projects, analyses, studies, and plans.