IT STATEWIDE SYSTEMS TECHNICIAN 1

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 reports to the IT Statewide Systems Engineer in the Incident and Operations Management section in End User Computing. 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 4 core areas of concentration including Incident and Operations Management, Field Operations, Advanced Remote Support, and End User Technology. Incumbent in this advanced technical support position is responsible for providing basic and advanced level technical support responding to customer requests and resolving problems that are reported via the phone, chat, email, and the service management ticketing system.

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, * May act as the first point of contact to provide end user support through information updates, creation and tracking of service requests, performing hardware and software basic and advanced level troubleshooting tasks. Follows documented procedures to perform hardware and software troubleshooting steps. Performs user and system account management tasks such as resetting passwords and updating user information. Provides answers to user questions about usage of standard software packages. Assists in the installation, maintenance, and configuration of standard software and applications. May function as a liaison with other OTS verticals.
• Provides advanced remote end user hardware, software, and application support for devices including desktops, laptops, tablets, printers, etc. and associated peripherals in customer offices statewide including state offices, prisons, mental health and highly complex locations (such as DPS, OMV, DOA, Dept of Revenue, Governor’s Office). Work may consists of break/fix, configuration, installation, repair, or decommissioning tasks and more. Performs escalation of incidents and request to higher level technical staff for resolution. Interacts with other technical support staff to perform device, software and application troubleshooting for resolution of issues and problems as needed.
• Completes continuing education and skills growth training to expand technical, software, and troubleshooting knowledge related to end user support tasks. Assists in providing information to be included in technical procedures, operational run books, knowledgebase content and user guides. Participates in meetings with supervisors, technical, and program office staff. May participate in scheduled on-call rotation to provide afterhours support.
• Performs all other tasks, special projects, analysis, studies, and plans as directed.

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., 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.

Division of Administration/Office of Human Resources Email: 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.

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

Parental Leave - Up to six weeks paid parental leave More information can be found at

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 Employees Retirement System (). LASERS has provided this video to give you more detailed information about their system
• Teacher’s Retirement System of Louisiana (),
• Louisiana School Employees Retirement System (), among others

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Describe your experience providing technical support for hardware, software, operating systems, and network-related issues while managing a high volume of support requests. 02

What experience do you have with cybersecurity practices such as MFA, endpoint protection, phishing awareness, password policies, or access controls? 03

Have you supported users across multiple offices, locations, or geographic areas? Describe your experience. 04

How do you keep your technical skills current? 05

In an emergency event this position requires that you be available to work extended hours and weekends, possibly offsite. Can you meet this requirement?

• Yes
• No

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