IT Statewide Systems Technician 1-4 (EUC WH)

State of Louisiana•Monroe, LA

About The Position

The Division of Administration’s Office of Technology Services (OTS) is hiring for its End User Computing (EUC) team. EUC is the first point of contact for IT incidents, issues, and requests from more than 30,000 users and devices across more than 720 locations. This position provides regional field-office technical support for advanced and specialized equipment, including network devices, servers, audio/video components, peripherals, desktop computers, and other end-user devices. Work is assigned and tracked through a service management ticket system. The position reports to the EUC IT Statewide Systems Support Engineer and may provide direct or functional supervision over lower-level personnel.

Requirements

Meet one of the stated minimum qualification pathways: four years of IT experience; six years of full-time work experience in any field plus two years of IT experience; an associate’s degree in IT plus two years of IT experience; a bachelor’s degree plus two years of IT experience; a bachelor’s degree with 24 semester hours in IT, computer science, engineering, mathematics, or business analytics plus one year of IT experience; or a master’s degree plus one year of IT experience.
Travel authorization is required to drive a state and/or personal vehicle to customer offices.
Ability to perform occasional to frequent lifting of equipment up to 50 pounds, including floor-to-waist, waist-to-shoulder, and shoulder-to-overhead lifting.
Participate in scheduled on-call rotation for after-hours support.

Responsibilities

Provide end-user support as a first point of contact, including service-request creation and tracking and basic or advanced hardware and software troubleshooting.
Manage user and system accounts, including password resets, account updates, and tracking assigned assets.
Communicate with customers about technical incidents and gather customer technical and business-process information for system implementations and software changes.
Lead user and system testing of new or changed software, hardware settings, and configurations.
Install, configure, troubleshoot, repair, maintain, and decommission hardware, software, applications, and end-user devices.
Lead and participate in hardware and software deployment projects in the assigned region and, occasionally, elsewhere in the state.
Use the ticketing system to receive work orders and record services provided and hours worked; document solutions for future knowledge-base use.
Participate in statewide emergency preparedness and response activities, including setting up temporary networks, computers, and printers at shelters and relocation sites.
Create project documentation, end-user communications, and training guides.
Serve as a technical liaison among end users, OTS technical teams, third-party support groups, and vendors to resolve device, software, and application issues.
Provide technical leadership and onsite or remote support for desktops, laptops, tablets, phones, printers, scanners, audio/video units, fax units, and related peripherals.
Enroll mobile devices in management systems and deploy configurations.
Consult on hardware and software deployments and changes, defining requirements, timelines, resources, costs, and plans; lead highly complex end-user technology projects.
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.
Provide technical leadership or training to personnel on complex end-user services and technologies.
Participate in continuing education, skills-growth training, meetings, and service-improvement efforts; make recommendations to supervisory staff.
Participate in a scheduled on-call rotation for after-hours support.
Perform other assigned tasks, projects, analyses, studies, and plans.