IT STATEWIDE SYSTEMS TECHNICIAN 1-4 (EUC ZL)

Overview

The Division of Administration / Office of Technology Services has a vacancy in the End User Computing (EUC) Section. Req.213671. The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance IT functions within Executive Branch Departments. It seeks to increase the return on the State's technology investment by promoting smart decision-making, solving problems, increasing project success, and fostering a skilled and professional staff.

Incumbent reports to the EUC Statewide Systems Support Engineer. EUC is the first point of contact for statewide IT incidents, issues, and requests from more than 30,000 users and devices in 720+ locations. EUC services are organized into five core areas : Field Operations, Advanced Remote Support, End User Technology, Incident and Ops Management, and Communications and Network Services. The position is responsible for field office technical support of advanced devices in the assigned region. Work may include specialized or complex hardware, network devices, servers, Audio / Video components and peripherals, desktop and end user devices. All tasks are tracked through the service management ticket system. Travel may be required to support OTS customer offices throughout the domiciled region and around the state. Lifting of equipment up to 50 pounds may be required. Duties may be performed in highly complex and secured environments including prisons, mental health institutions, and developmental facilities.

Position Context

The Division of Administration is the state government's management arm and hub of its financial operations. It performs activities including overseeing capital construction, granting programs, development of the state budget, providing technology services, guidance in purchasing and contracting, and administering federal funds for disaster recovery and related programs.

Responsibilities

• Act as the first point of contact to provide end user support; update information, create and track service requests; perform basic or advanced hardware and software troubleshooting.
• Perform user and system account management tasks (e.g., resetting passwords, updating user information, tracking assets).
• Provide feedback to customers on technical incidents; conduct information gathering and analysis for system implementations or changes.
• Lead user and system testing of new or changed software and hardware settings and configurations.
• Install, configure, repair, troubleshoot, and decommission hardware and software; lead or participate in large-scale deployments regionally or statewide.
• Utilize ticketing system to log work orders, hours, and documented solutions for knowledge base needs.
• Participate in statewide emergency preparedness and response planning and support (e.g., temporary networks, computers, and printers at shelters).
• Create project documentation, end user messaging, and training guides; liaise with end users, OTS teams, third-party support groups, and vendors to resolve issues.
• Provide onsite and remote end user hardware, software, and application support for devices (desktops, laptops, tablets, phones, printers, scanners, A / V units, peripherals); perform mobile device management enrollment and configuration.
• Lead hardware and software deployments; establish requirements, timelines, resources, costs, and plans; manage complex end user projects.
• Assist with local area network troubleshooting with higher-level engineering support as needed; travel within the region or statewide as requested.
• May supervise lower-level personnel or serve as a technical lead for training; participate in continued education and on-call rotation.
• Perform additional tasks, special projects, analyses, studies, and plans as directed.

Qualifications

Experience options include :

EXPERIENCE SUBSTITUTION : Every 30 semester hours earned may be credited as one year of experience toward the six years of IT experience. Maximum substitution is 120 semester hours (up to four years).

NOTE : A certification in an approved area may be substituted for education and / or experience at hire or promotion, if the appointment is from a Certificate of Eligibles.

The official job specifications can be found here.

Job Duties

Position Details

Appointment Type : This vacancy will be filled by new hire or by promotion of a current permanent status classified employee.

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

Career Progression

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.

How To Apply

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

To apply, click the Apply link and complete an electronic application. Applicants are responsible for checking the status of their application. Information about status is located under the Information section of the Current Job Opportunities page. Resumes will not be accepted in lieu of the education and experience sections. Applications may be rejected if incomplete.

Prior to a new hire, a background check including criminal history may be conducted. A criminal history check may be conducted for internal transfers. Pre-employment drug testing and E-verify will apply where applicable.

For further information about this posting, please contact :

Erica R. Gay, HR Specialist, Division of Administration / Office of Human Resources

Email : Erica.Gay@la.gov

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