IT Statewide Technical Support Analyst 1-3 (EUC SH)

State of Louisiana•Baton Rouge, LA

About The Position

The Division of Administration/Office of Technology Services has a vacancy for an IT Statewide Technical Support Analyst within the End User Computing unit. This unit supports approximately 30,000+ end users and devices across 720+ offices statewide, focusing on Incident and Operations Management, Field Operations, Advanced Remote Support, and End User Technology. The Technical Support Analyst serves as the first point of contact, responding to requests and resolving problems reported via phone, chat, email, and the service management ticketing system. The role emphasizes excellent customer service, providing updates, account management, and basic support for state issues, authorized end-user hardware, software, and applications. The incumbent will resolve user requests, coordinate with other support staff, and may perform advanced password resets. The Division of Administration is the state government’s management arm, overseeing capital construction, grants, budget development, technology services, purchasing, and contracting, and administering hurricane recovery funds.

Requirements

Two years of experience in information technology
Six years of full-time experience in any field
An associate's degree in information technology
A bachelor’s degree
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, and performing basic hardware, software, and applications troubleshooting tasks following standardized procedures.
Performs user and system account management tasks such as resetting passwords and updating user information.
Provides answers to user questions about basic usage of software packages, hardware, and applications.
May perform advanced password resets.
Assists in the installation, maintenance, and configuration of standard software and applications.
May function as a liaison with other OTS verticals.
Performs escalations of incidents and requests to higher level teams.
Assists in identifying opportunities for improvement of services and operations and makes recommendations to supervisory staff.
May act as a team member on project initiatives.
Documents solutions for issue and problem resolution.
May participate in scheduled on-call rotation to provide after-hours support.
May assist in developing knowledge base content, technical procedure documentation, and technical user guides.
Participates in continuing education and skills growth training related to end user support.
Participates in meetings with supervisors, technical and program office staff including statewide emergency preparedness and response planning and support activities.
Performs all other tasks, special projects, analysis, studies, and plans as directed.