IT Statewide Systems Technician ; EUC OD

Statewide Systems Technician

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

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 Duties:

• Serves as the primary and secondary point of contact for end-user support, including ticket creation and tracking, information updates, account management, password resets, and intermediate to advanced hardware, software, network, and application troubleshooting. Provides support for laptops, tablets, phones, printers, scanners, audiovisual equipment, fax machines, and associated peripherals.
• Installs, configures, maintains, and performs break/fix support for standard and advanced software, applications, hardware, and devices. Performs intermediate and advanced troubleshooting of local area network equipment, including routers, switches, hubs, and cabling, as well as Active Directory administration of user and computer objects.
• Provides guidance and technical assistance to users on intermediate and advanced software, network, and hardware usage. Escalates incidents and service requests to higher-level staff as appropriate and serves as a lead liaison between end users, technical teams, third-party contractors, manufacturers, and vendors to facilitate issue resolution.
• Serves as a subject matter expert for computer support for one or more state agencies and leads project initiatives and technical efforts. Performs complex troubleshooting, research, trend and root cause analysis, and recommends improvements to services and operations. May assist with implementing process and service improvements.
• Develops highly complex standard operating procedures, technical procedures, instructional materials, and customer support guides. Provides technical knowledge transfer and training…