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

State of Louisiana; Baton Rouge (LA); On-site; USD 90,000 - 120,000; Full time

Job summary

The State of Louisiana, Office of Technology Services, End User Computing unit, seeks an advanced-level lead technical professional to monitor statewide networks as part of the NOC team. You will supervise NOC personnel, manage complex network systems, and coordinate incident responses for 30,000+ end users across 600+ offices.

Responsibilities include design and administration of network monitoring, DNS/DHCP/VoIP related performance, on-call rotations, and developing run-books, scripts, and

Qualifications

• Seven years of experience in information technology; OR
• NOTE: Certifications may be substituted for education/experience at hire or promotion.

Responsibilities

• Design, administer and manage changes in the highly complex network and service monitoring systems.
• Functionally supervise the NOC personnel for monitoring and response, priorities, training and tools.
• Monitor the state network operations for performance, fault, change management, and ensure backups for recovery.
• Monitor server and application performance affecting customer experience and network access (DNS, DHCP, VoIP).
• Lead incident/problem management cycles and serve as technical expert on highly complex systems.
• Lead OTS Service Transition projects and collaborate with internal/external stakeholders.
• Develop and manage KPIs, document tasks, and create run-books, scripts, and incident procedures.
• Prepare status updates for OTS executives and key personnel; ensure standards compliance.

Skills

NOC monitoring

Network architecture

Routing & switching

DNS/DHCP/VoIP knowledge

Incident management

Team leadership

Documentation & scripts

Education

Seven years IT experience

Six years in any field + 5 years IT

Associate's degree in IT +5 years IT

Bachelor's degree +5 years IT

Bachelor's +24 IT/CS/Engineering/Math/Analytics +4 years IT

Master's degree +4 years IT

Tools

Network management software

Vendor coordination

Job description

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. Req. 225693

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.

This position is an advanced-level lead technical position in support of multiple highly complex, multi-agency local, metropolitan, and wide area networks under OTS's responsibility. The primary focus of this position is the monitoring of all OTS network systems as a member of the OTS Enterprise Network Operations Center (NOC) team. This position will require the incumbent to develop and maintain a highly complex knowledge of network technologies, routing, switching, security architectures, and specialized expertise in network management software and systems. The incumbent may be required to participate in an on-call rotation, and is eligible for on-call pay.

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

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 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.

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.

The official job specifications for this role, as defined by the State Civil Service, can be found here.

Job Duties:

• Design, administer and manage changes in the highly complex network and service monitoring systems.
• Functionally supervise the NOC personnel for monitoring and response, assigning priorities and areas of responsibility, determining and arranging for adequate technical training and support tools.
• Responsible for monitoring the operation of the state network for performance, fault, change management, and responding to detected problems; ensure system configurations are backed up for quick recovery from device failures.
• Monitor server and application operations and performance that impact customer experience and network access such as DNS, DHCP, VoIP.
• Work Incident and Problem Management cycles and escalations serving as the technical expert on specific highly complex systems.
• Lead OTS Service Transition services projects.
• Consult and interact with other OTS and State Agency personnel, vendors of communications and network management software and hardware and services, and end users.
• Design, develop, and manage team key performance indicators.
• Document tasks for standard installation, testing, provisioning tasks, device configuration templates, scripts for problem handling, and incident responses.
• Provide timely information and status to OTS Executive staff and other key OTS personnel through announcements and notifications.
• Review and report on systems, configurations. Audit for standards compliance.
• Design, review run-books, scripts and procedures for incident response.
• Design, submit, and review KB articles.
• Research, review and evaluate highly complex technologies, processes, and approaches to identify opportunities to enhance existing EUC NOC monitoring and response capabilities.
• Oversee and design the maintenance of standards and operational procedures to be followed by Network Operation Center personnel for the day-to-day management of the statewide data network monitoring and incident response. Some examples include:
• Maintenance notification, significant service outage, network device monitoring processes.
• NOC system management and incident response documentation.

Position-Specific Details:

Appointment Type: This vacancy will be filled by new hire or by promotion of a current permanent status classified employee.

Career Progression: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Systems Support Engineer 1 or 2.

Louisiana is a "State as a Model Employer" for People with Disabilities.