IT Statewide Systems Technician 1-4 (Euc Tw)

State of Louisiana•Kenner, LA

2d•Onsite

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 solutions that support and enhance the IT functions within Executive Branch Departments. OTS works 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 of this position reports to the EUC IT Statewide Systems Support Engineer. EUC is the first point of contact for all statewide IT incidents, issues, and requests from more than 30,000 users and devices in over 720 locations. EUC services are divided into 5 core areas: Field Operations, Advanced Remote Support, End User Technology, Incident and Ops Management, and Comm and Network Services. The incumbent of this position is responsible for field office technical support of advanced devices in the assigned region. The hardware to be supported may be specialized or complex and includes various types of network devices, servers, Audio/Video components, and associated peripherals in addition to desktop and end user devices. All work tasks are assigned and monitored through the service management ticket system. The incumbent will need to be travel authorized to drive a state and/or personal vehicle to support OTS customer offices throughout the domiciled region and may travel frequently to OTS customer offices around the state to provide technical support services. This position requires occasional to frequent floor to waist lifting, waist to shoulder lifting, and shoulder to overhead lifting of equipment up to 50 pounds. Duties may be performed in highly complex and secured environments including prisons, mental health institutions, and developmental facilities. 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 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

Serve as primary point of contact for end-user support, including incident intake, ticket management, and hardware/software troubleshooting.
Perform user administration and asset management, including account setup, password resets, and equipment tracking.
Communicate technical updates, troubleshoot issues, and provide resolution guidance to end users.
Gather requirements and support analysis for system implementations, upgrades, and configuration changes.
Lead and support user acceptance testing for new or modified hardware, software, and system configurations.
Install, configure, troubleshoot, repair, and decommission end-user devices and applications.
Support regional and statewide deployment projects for end-user technologies and system rollouts.
Document work in ITSM systems, maintain knowledge base content, and develop end-user training materials.
Serve as liaison between users, OTS teams, vendors, and third-party support providers; assist with LAN troubleshooting and emergency IT deployments.
Provide on-call support, training, and technical leadership; participate in professional development and recommend process improvements.