Job Description

Posting number: OTS 082726 MDM

Department: Division of Administration-Office of Technology Services

Job classification: IT STATEWIDE SYSTEMS TECHNICIAN 1

Posting type: Open

Categories: IT and Computers

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing section. Req. 224953

The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The Office of Technology Services will work 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 OTS End User Computing unit provides support for approximately 30,000+ end users and devices in 600+ offices statewide. The Statewide Systems Technician is primarily responsible for responding to requests and resolving problems that are reported via the phone, email, and the service management ticketing system. The incumbent in this position and is directly responsible for providing excellent customer service through interaction with end users as the secondary or first point of contact for service requests. In addition, they may provide software and application technical support for OTS customer devices and associated peripherals along with basic and intermediate troubleshooting of the Local Area Network and server equipment. The incumbent may fully resolve and complete user requests as well as coordinate and assist other OTS services teams and third party vendors to troubleshoot and resolve hardware and software problems. The systems technician also participates in training for customers on the use of hardware, software and applications and participates in statewide emergency preparedness and response planning and support activities.

The hardware to be supported includes a variety of brands, models and form factors that are in use across the state and the software and applications to be supported include off-the-shelf as well as custom developed packages. The OTS customer field offices around the state range in size and complexity and may require support for specialized software and equipment as well as complex network, video conferencing and Audio/Video equipment in conference rooms and training labs.

All work tasks are assigned and monitored through the service management ticket system and the automatic call distributor.

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 the following:

• 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 as they seek goods and services
• Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes

Examples of duties

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.

EXPERIENCE SUBSTITUTION:
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.

NOTE:
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.

Qualifications

The official job specifications for this role, as defined by the State Civil Service, can be found here

Supplemental information

Job Duties:

• Serves as the primary and secondary point of contact for end-user support, including ticket creation and tracking, information updates, account management, password resets, and intermediate to advanced hardware, software, network, and application troubleshooting. Provides support for laptops, tablets, phones, printers, scanners, audiovisual equipment, fax machines, and associated peripherals.
• Installs, configures, maintains, and performs break/fix support for standard and advanced software, applications, hardware, and devices. Performs intermediate and advanced troubleshooting of local area network equipment, including routers, switches, hubs, and cabling, as well as Active Directory administration of user and computer objects.
• Provides guidance and technical assistance to users on intermediate and advanced software, network, and hardware usage. Escalates incidents and service requests to higher-level staff as appropriate and serves as a lead liaison between end users, technical teams, third-party contractors, manufacturers, and vendors to facilitate issue resolution.
• Serves as a subject matter expert for computer support for one or more state agencies and leads project initiatives and technical efforts. Performs complex troubleshooting, research, trend and root cause analysis, and recommends improvements to services and operations. May assist with implementing process and service improvements.
• Develops highly complex standard operating procedures, technical procedures, instructional materials, and customer support guides. Provides technical knowledge transfer and training to lower-level technical staff, assists with onboarding new employees, and participates in continuing education and skills development related to end-user support.
• Serves as a lead technician for the Remote Desktop Support Team and as a liaison between the Remote Desktop Support and Incident Management Team supervisors. Provides limited support to other areas of the Advanced Remote Support Unit and may provide Level 1 support to the Incident Management Team. Serves as a service owner for the Executive VIP process in the supervisor's absence and may serve as the primary resource for meetings when the supervisor is unavailable.
• Participates in scheduled on-call rotations and may serve as an escalation resource for after-hours support. Participates in meetings with supervisors, technical staff, and program office personnel, as well as statewide emergency preparedness and response planning, and may lead technical support activities during emergencies.
• Performs other assigned duties, including special projects, analyses, studies, and plans, as directed.

Position-Specific Details:

Appointment Type: This vacancy may be filled by job appointment, which is temporary in nature not to exceed 48months. If filled as a job appointment, the position may be converted to a probational appointment provided a vacant position becomes available and funding is available.

Career Progressions: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Systems Technician 1, 2 3 or 4.

Louisiana is a “State as a Model Employer” for People with Disabilities.

How To Apply:

No Civil Service test score is required in order to be considered for this vacancy.

Resumes WILL NOT be accepted in lieu of completed education and experience sections on your application. Applications may be rejected if incomplete.

To apply for this vacancy, click on the “Apply” link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions including promotions, demotions, details, reassignments and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-verify system.

* Information to support your eligibility for this job title must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections on your application. Applications may be rejected if incomplete.

For further information about this vacancy, contact:
Danielle Martin
HR Analyst
Division of Administration/Office of Human Resources
Email: Danielle.Martin@la.gov