IT Statewide Systems Technician 1-4 (Euc Rm)

State of Louisiana•St. Gabriel, LA

About The Position

The Division of Administration/Office of Technology Services (OTS) has a vacancy in its End User Computing (EUC) section. EUC is the first point of contact for statewide IT incidents, issues, and requests from more than 30,000 users and devices across more than 720 locations. This position provides field-office technical support for advanced devices in an assigned region. Supported equipment may include specialized or complex network devices, servers, audio/video components and peripherals, as well as desktop and other end-user devices. Work is assigned and monitored through a service management ticket system. The incumbent reports to the EUC IT Statewide Systems Support Engineer and may travel frequently to OTS customer offices throughout the domiciled region or elsewhere in the state. Duties may take place in highly complex and secured environments, including prisons, mental health institutions, and developmental facilities. The role provides onsite and remote end-user support, troubleshoots and maintains hardware and software, supports deployments and projects, and serves as a technical liaison among users, OTS teams, third-party support groups, and vendors. The incumbent may provide direct or functional supervision of lower-level personnel, lead technical work and training, and participate in scheduled on-call rotation for after-hours support. The vacancy may be filled at the IT Statewide Systems Technician 1, 2, 3, or 4 level through the career progression group. The Division of Administration is the state government's management arm and the hub of its financial operations. Its offices oversee the state's capital construction program, support community development through state and federal grants, develop the state budget, provide technology services, advise agencies on purchasing and contracting, and administer federal recovery funding for Louisiana residents.

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 24 semester hours in information technology, computer science, engineering, mathematics, or business analytics 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 may substitute for one year of the six years of full-time work experience in any field, up to a maximum substitution of 120 semester hours for four years of experience.
An approved-area certification may substitute for education and/or experience requirements at hire or promotion when appointment is made from a Certificate of Eligibles.
Must be travel-authorized to drive a state and/or personal vehicle to support customer offices.
Must participate in scheduled on-call rotation for after-hours support.

Responsibilities

Acts as a first point of contact for end-user support, including providing information updates, creating and tracking service requests, and performing basic or advanced hardware and software troubleshooting.
Performs user and system account management, including password resets, user account updates, and tracking and updating assigned asset information.
Provides customers with feedback about basic and advanced technical incidents.
Gathers and surveys customer technical and business-process information and analyzes it to prepare for system implementations or software changes.
Technically leads user and system testing of new or changed software, hardware settings, and configurations.
Installs, configures, repairs, troubleshoots, and decommissions hardware and software.
Leads and participates in large-scale hardware and software deployment projects in the assigned region and, less frequently, elsewhere in the state.
Uses the ticketing system to receive work orders and log services provided and hours worked.
Documents issue and problem resolutions for future knowledge-base use.
Participates in statewide emergency preparedness and response planning and support, including setting up temporary networks, computers, and printers at shelters and relocation sites.
Creates project documentation, end-user messaging, and end-user training guides.
Installs, maintains, and configures software and applications.
Serves as a technical liaison among end users, OTS technical teams, third-party support groups, and vendors to troubleshoot devices, software, and applications and resolve issues.
Acts as a technical lead and assists with basic, advanced, and highly complex onsite and remote support for desktops, laptops, tablets, phones, printers, scanners, audio/video units, fax units, and associated peripherals.
Performs mobile-device-management enrollment and configuration deployment.
Consults on hardware and software deployments and changes, establishing requirements, timelines, resources, costs, and plans.
Leads highly complex projects involving end-user technologies.
Troubleshoots local area networks, including routers, switches, and cabling, with assistance from higher-level engineers.
Travels throughout the domiciled region as needed and around the state when requested.
May provide direct or functional supervision of lower-level personnel.
May serve as a technical lead for training personnel on highly complex end-user services and technologies.
Participates in continuing education and skills-growth training related to end-user support.
Participates in meetings with supervisors, technical staff, and program-office staff.
Identifies opportunities to improve services and operations and makes recommendations to supervisory staff.
Participates in a scheduled on-call rotation to provide after-hours support.
Performs other tasks, special projects, analyses, studies, and plans as directed.