Senior Technical Support Analyst, Baton Rouge, La
Title : Senior Technical Support Analyst
Agency : State of Louisiana, Division of Administration, Office of Technology Services
Location : 900 North Third Street, Baton Rouge, LA 70802
Telework Policy : Full-time onsite resources only, remote workers will not be considered.
Duration : Four years
Senior Technical Support Analyst
The scope of the proposed services will include the following :
- Responsible for onsite technical support including desktop imaging and deployment of end user devices with Windows 10 / 11 or Apple MacOS and iOS operating systems.
- Responsible for end user device support including hardware and software troubleshooting, installation, and replacement of products and components.
- Responsible for remote software and device support and problem resolution which includes advanced troubleshooting, installation and configuration.
- Device support includes Mac and Windows desktops and laptops, network and desktop printers, VoIP phones, Wireless Access Points, Local Area Network hardware.
- Assist with Microsoft M365 Sharepoint and OneDrive content management
- Assist with Microsoft M365 Office applications support
- Oversees the work being performed by the Technical Support Analyst and assigns tasks
Expertise and / or relevant experience in the following areas are mandatory :
- Advanced Experience installing new computer hardware, software and peripherals
- Advanced experience installing and troubleshooting local area network and wireless network hardware components and cabling
- Advanced Experience deploying, configuring and managing Windows 10 / 11, MacOS, iOS and Android devices
Expertise and / or relevant experience in the following areas are desirable but not mandatory :
- 7+ years in onsite end user hardware and software technical support
- Experience supporting and managing VoIP phones
- Experience administering or supporting Microsoft Sharepoint, OneDrive and Office products
- Experience acting as a team lead or supervisor overseeing technical support operations
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