It Statewide Systems Technician ; Euc Rm

The Division of Administration/Office of Technology Services has a vacancy. This position is located in End User Computing. Req 221819.

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 works 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.

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

• 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.

• Incumbent is responsible for field office technical support of advanced devices in the assigned region, including specialized or complex hardware such as 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.
• All duties may require travel on a state and/or personal vehicle to support OTS customer offices throughout the domiciled region and may be performed in highly complex and secured environments including prisons, mental health institutions, and developmental facilities.
• Acts as the first point of contact to provide end user support through information updates, creation and tracking of service requests, performing basic or advanced hardware and software troubleshooting tasks. Performs user and system account management tasks such as resetting passwords, updating user account information, tracking and updating assigned asset information. Provides feedback to customers concerning basic and advanced technical incidents.
• Surveys customer technical and business process information gathering and performs analysis to prepare for system implementations or software changes. Technically leads user and system testing of new or changed software and hardware settings and configuration.
• Performs installation, configuration, break/fix, troubleshooting, repair and decommissioning tasks. Leads and participates in large-scale hardware and software deployment projects at locations…