IT Statewide Systems Technician 1-4 (Euc Rm)

State of Louisiana•Baton Rouge, LA

2d•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 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 serves as the first point of contact for all statewide IT incidents, issues, and requests from over 30,000 users and devices across 720+ locations. The Division of Administration is the state government’s management arm and the hub of its financial operations, overseeing various activities including capital construction, grants, budget development, technology services, purchasing and contracting guidance, and hurricane recovery programs.

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.

Nice To Haves

Experience in Field Operations, Advanced Remote Support, End User Technology, Incident and Ops Management, and Comm and Network Services.
Experience supporting specialized or complex hardware including network devices, servers, Audio/Video components, and associated peripherals.
Experience with service management ticket systems.
Experience working in secured environments such as prisons, mental health institutions, and developmental facilities.
Experience with user and system account management (password resets, user account updates, asset tracking).
Experience with system implementations or software changes.
Experience with large-scale hardware and software deployment projects.
Experience documenting solutions for knowledge base needs.
Experience with statewide emergency preparedness and response planning.
Experience creating project documentation, end-user messaging, and training guides.
Experience with mobile device management enrollment and configuration deployment.
Experience acting as a project consultant for hardware and software deployments.
Experience with local area network troubleshooting (routers, switches, cabling).
Experience providing direct or functional supervision over lower-level personnel.
Experience providing training on complex end-user services and technologies.
Participation in continuing education and skills growth training.

Responsibilities

Provides field office technical support of advanced devices in the assigned region, including specialized or complex hardware such as network devices, servers, Audio/Video components, and associated peripherals, in addition to desktop and end-user devices.
Manages all work tasks through the service management ticket system.
Requires travel authorization 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.
Performs duties in highly complex and secured environments, including prisons, mental health institutions, and developmental facilities.
Acts as the first point of contact for end-user support, providing information updates, creating and tracking service requests, and performing basic or advanced hardware and software troubleshooting.
Performs user and system account management tasks, such as resetting passwords, updating user account information, and tracking/updating assigned asset information.
Provides feedback to customers regarding technical incidents.
Gathers and analyzes customer technical and business process information to prepare for system implementations or software changes.
Technically leads user and system testing of new or changed software and hardware settings and configurations.
Performs installation, configuration, break/fix, troubleshooting, repair, and decommissioning tasks.
Leads and participates in large-scale hardware and software deployment projects within the region or occasionally across the state.
Utilizes the 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 creating project documentation, end-user messaging, 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 troubleshoot device hardware, software, and applications.
Acts as a technical lead for team members, assisting with 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.
Performs mobile device management enrollment and configuration deployment.
Acts as a project consultant for hardware and software deployments and changes to establish requirements, timelines, resources, costs, and overall plans.
Leads highly complex projects related to end-user technologies.
Performs local area network troubleshooting with assistance from higher-level engineers for network routers, switches, and cabling.
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 for after-hours support.
Performs all other tasks, special projects, analysis, studies, and plans as directed.