(Service Delivery) IT Statewide Systems Technician 1-4

State of Louisiana•Baton Rouge, LA

About The Position

The Division of Administration/Office of Technology Services has a vacancy in the Network Communication Services 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. Operating at an advanced technical level, this position provides statewide network data/voice system design services and leads highly complex deployment projects, acting as a liaison among internal OTS teams, state agencies, and vendors. The incumbent provides strategic and technical leadership for both consulting engagements and implementation activities, ensuring alignment with statewide modernization goals and infrastructure standards, while ensuring high levels of customer satisfaction and operational continuity. The Systems Technician 4 also works closely with the Senior Systems Support Engineer to support the technical design, provisioning, implementation, and troubleshooting of large-scale highly complex network data/voice integrations. This role involves assisting in voice network infrastructure troubleshooting efforts, contributing to VoIP network technology research, and supporting process and procedure development. The Technician 4 also plays a key role in emergency and disaster recovery efforts and assists in IP inventory management, billing, and equipment deployment. 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 as they seek goods and services, 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
Six years of full-time work experience in any field plus two years of experience in information technology
An associate's degree in information technology plus two years of experience in information technology
A bachelor’s degree plus two years of experience in information technology
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
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

Designs highly complex enterprise level communications system solutions.
Collaborates with Edge and Core Operations teams regarding voice/network infrastructure projects, maintenance and IP equipment deployments.
Leads statewide multifaceted technical service implementation projects through all phases: assessment, service design, procurement, installation, post-cutover support, and billing validation.
Uses defined technical processes, documentation standards, and project delivery methodologies.
Oversees all phases of multifaceted project lifecycles—site assessments, customer engagement, service design, implementation, related billing and post-install support.
Develops and monitors project timelines, risk mitigation plans, and performance metrics.
Ensures quality assurance, adherence to technical standards, and customer satisfaction across all engagements.
Provides escalation for service issues during and after deployment.
Leads the technical planning and execution of highly complex large scale migration efforts from legacy platforms to IP communications solutions.
Conducts service audits, identifies modernization candidates, and ensures alignment with statewide goals and technical standards.
Aligns modernization plans with agency needs and statewide telecommunications strategies.
Serves as technical lead for telecommunications vendors and contract coordination during project executions.
Reviews and approves vendor work documentation, validates deliverables, and monitors adherence to SLAs and contract terms.
Monitors vendor performance to ensure compliance regarding service level agreements (SLAs) and oversees issue resolution.
Coordinates technical meetings with vendors to assess product functionality and ensure compliance with specifications.
May provide technical support for multifaceted statewide facsimile and related unified communications systems.
Designs highly complex facsimile solutions, coordinates migrations, and assists in troubleshooting and testing activities statewide.
Designs and develops reports and key performance metrics related to provisioning and deployment projects.
Maintains and enhances internal standards for network data/voice system configurations and implementation workflows.
Contributes to the development of service costing models, billing support tools, and procurement documentation.
Maintains records of active projects, service transitions, and legacy retirement progress.
Provides input to improve internal project management procedures and VoIP deployment methodologies.
Participates in emergency voice and network support operations during declared emergencies and disasters, including remote configuration and continuity planning.
Provides operational support for agency Emergency Support Functions (ESFs) to ensure continuity.
Coordinates disaster recovery activities with other OTS Teams, agency representatives and vendors.
Conducts independent research on emerging telecommunications and network technologies.
Participates in vendor briefings, training, product evaluations, and workshops to maintain up-to-date expertise.
Evaluates and recommends technologies applicable to statewide multi-service voice network environments.
Performs special projects, reporting, studies, and other responsibilities as directed by leadership.