It Statewide Systems Technician ; Euc Tw

Overview

The Division of Administration/Office of Technology Services has a vacancy in End User Computing. This position (Req 221714) is responsible for field office technical support of advanced devices in the assigned region.

The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance IT functions within Executive Branch Departments. It works to increase the return on the State's investment in technology by promoting smart decision-making, solving problems intelligently, increasing project success rates, and fostering a skilled and professional staff.

Official job specifications for this role can be found here.

The incumbent reports to the EUC IT Statewide Systems Support Engineer, the first point of contact for all statewide IT incidents, issues and requests from more than 30,000 users and devices in 720+ locations. EUC services are divided into five core areas:
Field Operations, Advanced Remote Support, End User Technology, Incident and Ops Management, and Comm and Network Services.

The role requires the incumbent to provide field office technical support for advanced devices, including specialized or complex network devices, servers, Audio/Video components, peripherals, and desktop/end user devices. The incumbent will be travel authorized to drive a state or personal vehicle to support OTS customer offices throughout the region and may travel frequently around the state.

Physical requirements include occasional to frequent lifting of equipment up to 50 pounds (floor-to-waist, waist-to-shoulder, shoulder-to-overhead). Duties may be performed in highly complex and secured environments such as prisons, mental health institutions and developmental facilities.

• Serve as primary point of contact for end-user support, including incident intake, ticket management, and hardware/software troubleshooting.
• Perform user administration and asset management, including account setup, password resets, and equipment tracking.
• Communicate technical updates, troubleshoot issues, and provide resolution guidance to end users.
• Gather requirements and support analysis for system implementations, upgrades, and configuration changes.
• Lead and support user acceptance testing for new or modified hardware, software, and system configurations.
• Install, configure, troubleshoot, repair, and decommission end-user devices and applications.
• Support regional and statewide deployment projects for end-user technologies and system rollouts.
• Document work in ITSM systems, maintain knowledge base content, and develop end-user training materials.
• Serve as liaison between users, OTS teams, vendors, and third-party support providers; assist with LAN troubleshooting and emergency IT deployments.
• Provide on‑call support, training, and technical leadership; participate in professional development and recommend process improvements.

• 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 24 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.

• Every 30 semester hours earned from an accredited college or university is credited as one year of experience toward 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.
• 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.

Appointment Type: This vacancy will be filled…