IT Statewide Systems Technician ; EUC OD

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing section. Req. 224953

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.

The OTS End User Computing unit provides support for approximately 30,000+ end users and devices in 600+ offices statewide. The Statewide Systems Technician is primarily responsible for responding to requests and resolving problems that are reported via the phone, email, and the service management ticketing system. The incumbent in this position and is directly responsible for providing excellent customer service through interaction with end users as the secondary or first point of contact for service requests.

In addition, they may provide software and application technical support for OTS customer devices and associated peripherals along with basic and intermediate troubleshooting of the Local Area Network and server equipment. The incumbent may fully resolve and complete user requests as well as coordinate and assist other OTS services teams and third party vendors to troubleshoot and resolve hardware and software problems.

The systems technician also participates in training for customers on the use of hardware, software and applications and participates in statewide emergency preparedness and response planning and support activities.

The hardware to be supported includes a variety of brands, models and form factors that are in use across the state and the software and applications to be supported include off-the-shelf as well as custom developed packages. The OTS customer field offices around the state range in size and complexity and may require support for specialized software and equipment as well as complex network, video conferencing and Audio/Video equipment in conference rooms and training labs.

All work tasks are assigned and monitored through the service management ticket system and the automatic call distributor.

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

Qualification requirements:

• 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…