IT Statewide Systems Technician ; Service Delivery B

Requisition Number: 221736

The Division of Administration/Office of Technology Services has a vacancy in the Network Communication Services Section. This position supports the Office of Technology Services (OTS) – Network Communications Services (NCS) by providing advanced technical support in the design, implementation, and maintenance of complex communication systems and services.

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 division plays a critical role in service modernization efforts, providing advanced technical consultation in migrations from legacy technologies to next generation solutions. The incumbent conducts communications efficiency audits to identify cost‑saving opportunities and service optimization strategies, working closely with internal teams to ensure reliable service delivery aligned with NCS and customer strategic goals.

The Division of Administration is the state government’s management arm and the hub of its financial operations. It performs activities including:

• 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
• Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes

• Four years of experience in information technology
• Six years of full-time work experience in any field plus two years of experience in information technology
• An associate’s degree in information technology plus two years of experience in information technology
• A bachelor’s degree plus two years of experience in information technology
• 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
• 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 toward the six years of full‑time work experience in any field, with a maximum substitution of 120 semester hours (four years of experience).

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.

• Lead the design, configuration, and implementation of complex Contact Center, VoIP, IP PBX, SIP trunking, eFax, and messaging solutions, including advanced call flows, IVR scripting, routing strategies, and billing management.
• Collaborate with agencies and end‑users to gather business requirements, provide technical consultation, and ensure solutions align with operational needs and enterprise technology standards.
• Develop and maintain voice service documentation, automation, system configurations, and evaluate emerging communications technologies.

• Plan and execute migrations from legacy telecommunications platforms to modern IP‑based communication services, ensuring minimal disruption and service continuity.
• Provide technical expertise for eFax migrations, configuration management, security, troubleshooting, and specialized support for network components impacting service reliability.
• Advise agencies on migration strategies, system dependencies, and modernization efforts.

• Provide advanced troubleshooting, root cause analysis, and escalation support for critical VoIP, Contact Center (ACD), voicemail, and telecommunications service incidents.
• Mentor lower‑level staff and cross‑functional teams on troubleshooting methodologies, system support, and inventory management software.
• Develop and improve standard operating procedures, best practices, and knowledge‑sharing initiatives supporting…