IT Statewide Systems Technician 1 - 4 (Service Delivery B)

State of Louisiana•Baton Rouge, LA

About The Position

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the Network Communication Services Section. Req. 221736 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. This position within the Office of Technology Services (OTS) – Network Communications Services (NCS) provides advanced technical support in the design, implementation, and maintenance of highly complex communication systems and services, including Contact Center (ACD), VoIP, eFax, and legacy voice platforms. This role requires an in-depth understanding of voice and network service standards and integrations. The position plays a critical role in service modernization efforts, providing advanced technical consultation in migrations from legacy technologies to next generation solutions. The role emphasizes a strong commitment to customer satisfaction, operational efficiency, and vendor coordination. The incumbant conducts communications efficiency audits to identify cost-saving opportunities, service optimization strategies and works closely with internal teams to ensure reliable service delivery that is aligned with NCS and customer strategic goals. 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 the following: 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 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

Lead the design, configuration, and implementation of complex Contact Center, VoIP, IP PBX, SIP trunking, eFax, and messaging solutions, including advanced call flows, IVR scripting, routing strategies, and billing management.
Collaborate with agencies and end-users to gather business requirements, provide technical consultation, and ensure solutions align with operational needs and enterprise technology standards.
Develop and maintain voice service documentation, automation, system configurations, and evaluate emerging communications technologies to enhance statewide service capabilities.
Plan and execute migrations from legacy telecommunications platforms to modern IP-based communication services, ensuring minimal disruption and service continuity.
Provide technical expertise for eFax migrations, configuration management, security, troubleshooting, and specialized support for network components impacting service reliability.
Advise agencies on migration strategies, system dependencies, and modernization efforts to improve long-term communications infrastructure.
Provide advanced troubleshooting, root cause analysis, and escalation support for critical VoIP, Contact Center (ACD), voicemail, and telecommunications service incidents.
Mentor lower-level staff and cross-functional teams on troubleshooting methodologies, system support, and inventory management software.
Develop and improve standard operating procedures, best practices, and knowledge-sharing initiatives supporting telecommunications services and team development.
Create and maintain technical documentation including system architecture diagrams, design specifications, troubleshooting guides, and installation records.
Conduct system audits to evaluate performance, security, compliance, and service accuracy while ensuring proper onboarding and service tracking.
Recommend and implement system improvements focused on efficiency, scalability, reliability, and cost savings initiatives.
Participate in statewide communications service audits to identify underutilized, obsolete, or inefficient telecommunications services.
Recommend and implement service consolidations, upgrades, decommissioning efforts, and modernization strategies to improve cost efficiency and technical performance.
Work directly with agencies to execute service optimization initiatives and transition away from outdated legacy systems.
Provide remote telecommunications and network support during declared emergencies and disaster response operations.
Support agency Emergency Support Functions (ESFs) and assist with disaster recovery planning to ensure continuity of critical communication services.
Coordinate with internal teams and stakeholders to restore and maintain essential communications infrastructure during emergency situations.
Research emerging telecommunications, networking, and communications technologies to support modernization efforts and statewide infrastructure improvements.
Participate in vendor training, workshops, and professional development activities to maintain current technical expertise.
Evaluate and recommend new technologies that strengthen statewide multi-service network capabilities and long-term technology strategy.
Perform special projects, reporting, technical studies, and other duties as assigned by leadership.