IT Statewide Technical Support Analyst 1-2 (EUC LW)

State of Louisiana•Baton Rouge, LA

About The Position

The Division of Administration, Office of Technology Services (OTS), has a vacancy in its End User Computing unit. OTS provides technology services to Executive Branch Departments and aims to deliver innovative, effective, and reliable solutions. End User Computing supports more than 30,000 end users and devices across more than 720 offices statewide, through four core areas: Incident and Operations Management, Field Operations, Advanced Remote Support, and End User Technology. The Technical Support Analyst responds to requests and resolves problems reported by phone, chat, email, and the service management ticketing system. As an initial point of contact, the incumbent provides customer service, updates, and account management, as well as basic support for state issues and authorized end-user hardware, software, applications, devices, and peripherals. The analyst may resolve requests directly or coordinate with other support staff to troubleshoot and resolve problems. This vacancy may be filled as a job appointment, which is temporary and may not exceed 48 months. If filled as a job appointment, it may be converted to a probational appointment if a vacant position and funding become available. The recruitment is part of a career progression group and may result in appointment as an IT Statewide Technical Support Analyst 1 or 2.

Requirements

Two years of experience in information technology; or six years of full-time experience in any field; or an associate's degree in information technology; or a bachelor's degree.
For the six-year general-experience option, every 30 semester hours from an accredited college or university counts as one year of experience, up to 120 semester hours and a maximum substitution of four years.
An approved-area certification may substitute for education and/or experience requirements at hire or promotion when the appointment is made from a Certificate of Eligibles.
Provide relevant, detailed experience and education information in the application; resumes are not accepted in lieu of completed education and experience sections.
A background check, including criminal record history, will be conducted before a new hire. Prospective employees may also be subject to pre-employment drug testing and federal E-Verify employment eligibility verification.

Responsibilities

Serve as the first point of contact for basic end-user support, providing information updates, creating and tracking service requests, and performing basic troubleshooting of hardware, software, and applications according to standardized procedures.
Perform user and system account management tasks, including password resets and user-information updates.
Answer user questions about basic usage of software packages, hardware, and applications.
Assist with basic installation, maintenance, and configuration of standard software and applications.
Escalate incidents and requests to a supervisor.
Identify opportunities to improve services and operations and make recommendations to supervisory staff.
May participate in large-scale software and hardware deployment projects.
Document solutions for issue and problem resolution.
May participate in a scheduled on-call rotation to provide after-hours support.
May assist in developing knowledge-base content, technical procedure documentation, and technical user guides.
Participate in continuing education and skills-growth training related to end-user support.
Participate in meetings with supervisors, technical staff, and program-office staff, including statewide emergency preparedness and response planning and support activities.
Perform other tasks, special projects, analyses, studies, and plans as directed.