IT STATEWIDE SYSTEMS TECHNICIAN 1-4 (EUC TW)

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.

Incumbent of this position reports to the EUC IT Statewide Systems Support Engineer. EUC is the first point of contact for all statewide IT incidents, issues and requests from more than 30,000 users and devices in 720+ locations. EUC services are divided into 5 core areas of concentration including: Field Operations, Advanced Remote Support, End User Technology, Incident and Ops Management, and Comm and Network Services. Incumbent of this position is responsible for field office technical support of advanced devices in the assigned region. The hardware to be supported may be specialized or complex and includes various types of network devices, servers, Audio/Video components and associated peripherals in addition to desktop and end user devices. All work tasks are assigned and monitored through the service management ticket system. The incumbent will need to be travel authorized to drive a state and/or personal vehicle to support OTS customer offices throughout the domiciled region and may travel frequently to OTS customer offices around the state to provide technical support services. This position requires occasional to frequent floor to waist lifting, waist to shoulder lifting, and shoulder to overhead lifting of equipment up to 50 pounds. Duties may be performed in highly complex and secured environments including prisons, mental health institutions and developmental facilities.

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, * Serve as primary point of contact for end-user support, including incident intake, ticket management, and hardware/software troubleshooting.
• Perform user administration and asset management, including account setup, password resets, and equipment tracking.
• Communicate technical updates, troubleshoot issues, and provide resolution guidance to end users.
• Gather requirements and support analysis for system implementations, upgrades, and configuration changes.
• Lead and support user acceptance testing for new or modified hardware, software, and system configurations.
• Install, configure, troubleshoot, repair, and decommission end-user devices and applications.
• Support regional and statewide deployment projects for end-user technologies and system rollouts.
• Document work in ITSM systems, maintain knowledge base content, and develop end-user training materials.
• Serve as liaison between users, OTS teams, vendors, and third-party support providers; assist with LAN troubleshooting and emergency IT deployments.
• Provide on-call support, training, and technical leadership; participate in professional development and recommend process improvements.

Do you have experience in IT department experience?, Do you have a Master's degree?, 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.

Job Specification

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

Pulled from the full job description

• Parental leave
• Paid holidays
• Career development plan, As a state employee, you will earn competitive pay, choose from a variety of benefits, and have access to a great professional development program: Insurance Coverage More information can be found at https://info.groupbenefits.org/

Parental Leave - Up to six weeks paid parental leave More information can be found at https://www.civilservice.louisiana.gov/Parental-Leave/Default.aspx

Holidays and Leave - State employees receive the following paid holidays each year:

• New Year's Day
• Martin Luther King, Jr. Day,
• Mardi Gras,
• Good Friday,
• Memorial Day,
• Independence Day,
• Labor Day,
• Veteran's Day,
• Thanksgiving Day and Christmas Day.

***** Additional holidays may be proclaimed by the Governor

State employees earn sick and annual leave which can be accumulated and saved for future use. Your accrual rate increases as your years of service increase.

Retirement - State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works). These retirement systems provide retirement allowances and other benefits for state officers and employees and their beneficiaries. State retirement systems may include (but are not limited to)

Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity to make a difference through public service. With an array of career opportunities in every major metropolitan center and in many rural areas, state employment provides an outstanding option to begin or continue your career.