IT Statewide Systems Support Engineer 1,2 (EUC ZL)

It Statewide Systems Support Engineer

The Division of Administration/Office of Technology Services has a vacancy for an IT Statewide Systems Support Engineer. 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 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 incumbent of this position is responsible for field office technical support of advanced devices in the assigned region. The hardware to be supported may be specialized or complex and includes various types of 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. The incumbent will need to be travel authorized to drive a state and/or personal vehicle to support OTS customer offices throughout the domiciled region and may travel frequently to OTS customer offices around the state to provide technical support services. This position requires occasional to frequent floor to waist lifting, waist to shoulder lifting, and shoulder to overhead lifting of equipment up to 50 pounds. Duties may be performed in highly complex and secured environments including prisons, mental health institutions and developmental facilities.

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 overseeing the state's capital construction program, working to provide state and federal grants for community development, development of the state budget, and providing technology services.

Minimum Qualifications: Seven years of experience in information technology; or six years of full-time work experience in any field plus five years of experience in information technology; or an associate's degree in information technology plus five years of experience in information technology; or a bachelor's degree plus five 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 four years of experience in information technology; or a master's degree plus four years 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.

Job Duties: Provides technical design services for a statewide information technology end user function at the enterprise level. May serve as a technical lead for designing and providing training to personnel on highly complex end user services and technologies. Documents solutions for issue and problem resolution for future knowledge base needs. Responsible for creation of project documentation, end user messaging information and end user training guides. Acts as a technical support subject matter expert for staff and other functional areas of OTS. Conducts and participates in meetings with management, technical and program office staff. Identifies opportunities for improvement of services and operations, designs implementations, and makes recommendations to management staff. Assists with defining the daily operations strategy and recommends procedures for field operations. Provides feedback to customers concerning 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. Provides end user support through information updates, creation and tracking of service requests, performing 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. Performs local area network troubleshooting with assistance from engineers for network routers, switches, and cabling. May direct daily work of personnel. Responsible for evaluating workload and ticket status, assigning tasks, and monitoring various daily operating functions including interaction with the user and the vendor community, recording requests for assistance from users, and tracking and solving user problems from recognition to resolution. Oversees the performance of second level and third-party support activities including incident and problem determination and resolution to ensure defined Service Levels are being met. Coordinates with higher-level technical support staff across the OTS teams. Ensures DOA and OTS policies and procedures are being followed by all staff. Ensures OTS standard baseline configuration settings are adopted and applied for all applicable customer devices. Ensures regional operations meet OTS operational standards and performance expectations. Regularly evaluates and reports performance metrics to ensure service levels are being achieved across the customer base. Performs mobile device management enrollment and configuration design and deployment. Acts as a project leader for hardware and software deployments and changes to establish requirements, timeline, resources, costs, and overall plans. Leads highly complex projects pertaining to end user technologies. Participates in planning, coordination, and activation of staff and resources in support of emergency operations during disaster events around the state. Participates in continuing education and skills growth training related to end user support tasks. Performs all other tasks, special projects, analysis, studies, and plans as directed.

Position-Specific Details: Appointment Type: This vacancy will be filled by promotion of a current permanent status Office of Technology Services employee. A permanent status employee may be required to serve a new probationary period in lieu of promotion. Louisiana is a "State as a Model Employer" for People with Disabilities. Career Progression: This vacancy participates in a career progression group and may be filled from this recruitment as a IT Statewide Systems Support Engineer 1 or 2.

How To Apply: No Civil Service test score is required in order to be considered for this vacancy. To apply for this vacancy, click on the "Apply" link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page. *Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete. Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions including promotions, demotions, details, reassignments and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-verify system.

For further information about this posting, please contact: Erica R. Gay HR Specialist Division of Administration/Office of Technology Services Email: Erica.Gay@la.gov

Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity to make a difference through public service. With an array of career opportunities in every major metropolitan center and in many rural areas, state employment provides an outstanding option to begin or continue your career. As a state employee, you will earn competitive pay, choose from a variety of benefits, and have access to a great professional development program: Insurance Coverage, Parental Leave– Up to six weeks paid parental leave, Holidays and Leave – State employees receive the following paid holidays each year: New Year's Day, Martin Luther King, Jr. Day, Mardi Gras, Good Friday, Memorial Day, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day, and Christmas Day. ***** Additional holidays may be proclaimed by the Governor State employees earn sick and annual leave which can be accumulated and saved for future use. Retirement – State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works). These retirement systems provide retirement allowances and other benefits for state officers and employees and their beneficiaries. State retirement systems may include (but are not limited to): Louisiana State Employees Retirement System (www.lasersonline.org), Teacher's Retirement System of Louisiana (www.trsl.org), Louisiana School Employees Retirement System (www.lsers.net), among others.