IT Statewide Systems Technician 1-4 (EUC WO)

State of Louisiana•Alexandria, LA

15h•Onsite

About The Position

The Division of Administration, Office of Technology Services (OTS), has a vacancy in End User Computing (EUC). EUC is the first point of contact for statewide IT incidents, issues, and requests from more than 30,000 users and devices across more than 720 locations. The position provides regional field-office technical support for advanced and complex devices, including network devices, servers, audio/video components, peripherals, desktops, and other end-user equipment. Work is assigned and monitored through a service-management ticket system. The incumbent reports to the EUC IT Statewide Systems Support Engineer. The position requires authorization to drive a state or personal vehicle to customer offices in the assigned region and may involve frequent travel to customer locations around the state. It requires occasional to frequent lifting of equipment weighing up to 50 pounds, from floor-to-waist, waist-to-shoulder, and shoulder-to-overhead heights. Work may take place in highly complex and secured environments, including prisons, mental health institutions, and developmental facilities. The position participates in a scheduled on-call rotation for after-hours support and may provide direct or functional supervision over lower-level personnel. The vacancy is part of a career progression group and may be filled at the IT Statewide Systems Technician 1, 2, 3, or 4 level. It may be filled by a new hire or by promotion of a current permanent-status classified employee. The listed salary range applies to level 1; pay ranges for the other levels are available through the linked job postings.

Requirements

Four years of experience in information technology; or six years of full-time work experience in any field plus two years of information technology experience; or an associate's degree in information technology plus two years of information technology experience; or a bachelor's degree plus two years of information technology experience; or a bachelor's degree with 24 semester hours in information technology, computer science, engineering, mathematics, or business analytics plus one year of information technology experience; or a master's degree plus one year of information technology experience.
Every 30 semester hours earned 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 four years of experience.
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.
Must be authorized to drive a state and/or personal vehicle for travel to OTS customer offices.
Must be able to lift equipment weighing up to 50 pounds, with occasional to frequent lifting at floor-to-waist, waist-to-shoulder, and shoulder-to-overhead heights.
Must participate in scheduled on-call rotation for after-hours support.
Applicants must include relevant, detailed education and experience information in the application; resumes are not accepted in lieu of completed education and experience sections.
A background check, including criminal history, will be conducted before a new hire; prospective employees may be subject to pre-employment drug testing and employment eligibility verification through E-Verify.

Responsibilities

Serve as a first point of contact for end-user support, provide information updates, create and track service requests, and perform basic or advanced hardware and software troubleshooting.
Manage user and system accounts, including resetting passwords, updating account information, and tracking and updating assigned asset information.
Provide customers with feedback about basic and advanced technical incidents.
Gather and analyze customer technical and business-process information to prepare for system implementations or software changes.
Technically lead user and system testing of new or changed software, hardware settings, and configurations.
Install, configure, troubleshoot, repair, perform break/fix work on, and decommission hardware and software.
Lead and participate in large-scale hardware and software deployment projects in the assigned region and, infrequently, elsewhere in the state.
Use the ticketing system to receive work orders and record services provided and hours worked.
Document solutions for issue and problem resolution for future knowledge-base use.
Participate in statewide emergency preparedness and response planning and support, including setting up temporary networks, computers, and printers at shelters and relocation sites.
Create project documentation, end-user messaging, and end-user training guides.
Install, maintain, and configure software and applications.
Act as a technical liaison among end users, OTS technical teams, third-party support groups, and vendors to troubleshoot devices, software, and applications and resolve issues.
Act as a technical lead for team members and assist with basic, advanced, and highly complex onsite and remote support for desktops, laptops, tablets, phones, printers, scanners, audio/video units, fax units, and associated peripherals.
Enroll and configure mobile devices through mobile device management.
Consult on hardware and software deployments and changes by establishing requirements, timelines, resources, costs, and plans.
Lead highly complex projects involving end-user technologies.
Troubleshoot local area networks, including routers, switches, and cabling, with assistance from higher-level engineers.
Travel throughout the assigned region as needed and around the state when requested.
May provide direct or functional supervision of lower-level personnel.
May lead training for personnel on highly complex end-user services and technologies.
Participate in continuing education and skills-growth training related to end-user support.
Participate in meetings with supervisors, technical staff, and program-office staff.
Identify opportunities to improve services and operations and make recommendations to supervisory staff.
Participate in a scheduled on-call rotation to provide after-hours support.
Perform other tasks, special projects, analyses, studies, and plans as directed.