Technical Support Specialist

Overview

OUR MISSION

To foster accountability and transparency in Louisiana government by providing the Legislature and others with audit services, fiscal advice, and other useful information.

Profile of Position and Skills

Provides entry-level technical support for desktop hardware, software, and related systems. Assists users with basic troubleshooting, setup, and training while developing foundational technical knowledge and customer service skills.

Supervision Received

Works under general supervision of the Help Desk Supervisor/Manager or senior staff. Requires guidance for complex issues.

Supervision Exercised

May provide limited assistance to student workers or vendors as assigned.

Job Distinctions

Entry-level position focused on learning systems, processes, and customer service expectations.

Examples of Work

• Communication
  • Communicates effectively and professionally with end users, technical staff, vendors, and management regarding technical issues, service requests, and support activities.
  • Provides basic end-user support for standard applications, including email, file storage, and office productivity tools, ensuring users understand system functionality and proper usage.
  • Responds to Help Desk tickets and communicates troubleshooting steps, system updates, and issue resolutions clearly and professionally.
  • Documents service requests, troubleshooting activities, actions taken, and resolutions accurately within the Help Desk system.
  • Coordinates with higher-level technical staff when escalating unresolved or complex issues, ensuring appropriate documentation and troubleshooting steps are provided.
  • Assists with onboarding activities by providing system orientation and basic technical guidance to new employees.
• Professional Conduct
  • Demonstrates professionalism, dependability, accountability, and a customer service-oriented approach in all support activities and user interactions.
  • Maintains confidentiality and complies with established IT security standards, operational procedures, and agency policies.
  • Promotes a collaborative and service-oriented work environment through effective teamwork and communication.
  • Exercises sound judgment in troubleshooting issues, prioritizing tasks, and escalating problems appropriately when necessary.
  • Maintains a positive attitude and willingness to learn new technologies, systems, and support processes.
  • Supports organizational goals by assisting in maintaining reliable, secure, and efficient technology services for agency staff and operations.
• Project Management & Administration
  • Installs, configures, and deploys desktop computers, laptops, printers, and standard software applications using established imaging and deployment procedures.
  • Diagnoses and resolves routine technical issues including password resets, connectivity issues, software errors, and peripheral malfunctions.
  • Assists with onboarding new employees by setting up workstations, configuring user accounts, and ensuring equipment and system access are operational.
  • Performs physical installation, relocation, replacement, and setup of technology equipment across office locations and audit sites.
  • Maintains accurate inventory records of assigned technology equipment, including asset tagging, tracking, and documenting inventory changes.
  • Performs routine system maintenance tasks such as patching, antivirus updates, software updates, and version control activities to support compliance with IT standards.
  • Monitors assigned systems and identifies recurring technical issues or trends for escalation and further analysis by higher-level staff.
  • Assists with maintaining operational efficiency by supporting technology deployments, workstation configurations, and routine maintenance activities.
  • Escalates unresolved or complex issues with appropriate troubleshooting documentation and supporting details.
  • Performs other related duties as assigned.
• KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
• Knowledge
  • Basic knowledge of desktop hardware, operating systems, peripherals, and standard software applications.
  • Basic understanding of Help Desk operations, workstation support, and troubleshooting methodologies.
  • Basic knowledge of IT security practices, software patching, antivirus procedures, and operational support processes.
  • Knowledge of inventory management and asset tracking procedures.
• Skills
  • Strong customer service and interpersonal communication skills.
  • Strong troubleshooting and problem-solving skills for resolving routine technical issues.
  • Effective written and verbal communication skills.
  • Strong organizational and documentation skills with attention to detail.
  • Time management skills with the ability to manage multiple tasks and priorities effectively.
• Abilities
  • Ability to follow established procedures, technical instructions, and support processes accurately.
  • Ability to learn new systems, tools, technologies, and support procedures quickly.
  • Ability to manage multiple service requests and prioritize workload effectively.
  • Ability to work collaboratively with users, team…