IT Statewide Systems Technician 1-4 (Euc Js)

State of Louisiana•Jackson, LA

4d•Hybrid

About The Position

The Division of Administration/Office of Technology Services has a vacancy for an IT Statewide Systems Technician within the End User Computing (EUC) section. The Office of Technology Services (OTS) aims to be a responsible partner in delivering innovative, effective, and reliable IT solutions for Executive Branch Departments, focusing on increasing the State's return on technology investment through smart decision-making, problem-solving, project success, and staff professionalism. This position reports to the EUC IT Statewide Systems Support Engineer. EUC serves as the primary point of contact for all statewide IT incidents, issues, and requests, with services divided into Field Operations, Advanced Remote Support, End User Technology, and Incident and Ops Management. The role is responsible for field office technical support of advanced devices in the assigned region, which may include specialized or complex hardware such as network devices, servers, Audio/Video components, and associated peripherals, in addition to standard desktop and end-user devices. The incumbent will travel to OTS customer offices throughout their domiciled region, potentially working in secure environments like prisons, mental health institutions, and developmental facilities. The Division of Administration functions as the state government's management arm, overseeing capital construction, grants, budget development, technology services, purchasing and contracting guidance, and disaster recovery programs.

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

Acts as the first point of contact to provide end-user support through information updates, creation and tracking of service requests, performing basic or advanced hardware, and software troubleshooting tasks.
Performs user and system account management tasks such as; resetting passwords, updating user account information, tracking and updating assigned asset information.
Provides feedback to customers concerning basic and advanced technical incidents.
Surveys customer technical and business process information gathering and performs analysis to prepare for system implementations or software changes.
Technically leads user and system testing of new or changed software and hardware settings and configuration.
Performs installation, configuration, break/fix, troubleshooting, repair and decommissioning tasks.
Leads and participates in large-scale hardware and software deployment projects at locations within the region or infrequently around the state.
Utilizes ticketing system to receive work orders and log all services provided and hours worked.
Documents solutions for issue and problem resolution for future knowledge base needs.
Participates in statewide emergency preparedness and response planning and support activities including setting up temporary networks, computers and printers at shelters and other relocation sites.
Responsible for creation of project documentation, end user messaging information and end user training guides.
Performs installation, maintenance, and configuration of software and applications.
Functions as a technical liaison with the end user, OTS technical teams, third party support groups and the vendor community to perform device hardware, software and application troubleshooting for resolution of issues and problems.
Acts as a technical lead for team members and assists with providing basic, advanced and highly complex onsite and remote end user hardware, software and application support for devices including: desktops, laptops, tablets, phones, printers, scanners, audio/video units, fax units and associated peripherals in customer offices.
Performs mobile device management enrollment and configuration deployment.
Acts as a project consultant for hardware and software deployments and changes to establish requirements, timeline, resources, costs and overall plans.
Leads highly complex projects pertaining to end user technologies.
Performs local area network troubleshooting with assistance from higher-level engineers for network routers, switches and cabling.
Travels throughout the domiciled region as needed or around the state as requested.
May provide direct or functional supervision over lower-level personnel.
May serve as a technical lead for providing training to personnel on highly complex end user services and technologies.
Participates in continuing education and skills growth training related to end user support tasks.
Participates in meetings with supervisors, technical and program office staff.
Identifies opportunities for improvement of services and operations and makes recommendations to supervisory staff.
Participates in scheduled on-call rotation to provide after-hours support.
Performs all other tasks, special projects, analysis, studies, and plans as directed.