IT Statewide Systems Technician 1-4 (Euc Nj)

State of Louisiana•Baton Rouge, LA

1d•Onsite

About The Position

The Division of Administration/Office of Technology Services has a vacancy 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 reports to the IT Statewide Systems Engineer in the Incident and Operations Management section in End User Computing. 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 Incident and Operations Management, Field Operations, Advanced Remote Support, and End User Technology. The incumbent in this advanced technical support position is responsible for providing basic and advanced level technical support responding to customer requests and resolving problems that are reported via the phone, chat, email, and the service management ticketing system. 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

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.
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

May act as the first point of contact to provide end user support through information updates, creation and tracking of service requests, performing hardware and software basic and advanced level troubleshooting tasks.
Follows documented procedures to perform hardware and software troubleshooting steps.
Performs user and system account management tasks such as resetting passwords and updating user information.
Provides answers to user questions about usage of standard software packages.
Assists in the installation, maintenance, and configuration of standard software and applications.
May function as a liaison with other OTS verticals.
Provides advanced remote end user hardware, software, and application support for devices including desktops, laptops, tablets, printers, etc. and associated peripherals in customer offices statewide including state offices, prisons, mental health and highly complex locations (such as DPS, OMV, DOA, Dept of Revenue, Governor’s Office).
Work may consist of break/fix, configuration, installation, repair, or decommissioning tasks and more.
Performs escalation of incidents and request to higher level technical staff for resolution.
Interacts with other technical support staff to perform device, software and application troubleshooting for resolution of issues and problems as needed.
Completes continuing education and skills growth training to expand technical, software, and troubleshooting knowledge related to end user support tasks.
Assists in providing information to be included in technical procedures, operational run books, knowledgebase content and user guides.
Participates in meetings with supervisors, technical, and program office staff.
May participate in scheduled on-call rotation to provide afterhours support.
Performs all other tasks, special projects, analysis, studies, and plans as directed.