IT STATEWIDE SYSTEMS SUPPORT ENGINEER 1,2 (EUC WH)

State of Louisiana; Monroe (LA); On-site; USD 65,000 - 85,000; Full time

Job summary

The Division of Administration, Office of Technology Services, is seeking an IT Statewide Systems Support Engineer to provide end-user computing support and project leadership across the state. This role requires hands-on experience with complex devices, incident management, and cross-team collaboration.

Applicants should have IT degree credentials or substitutions as outlined and be prepared for field travel, training creation, and disaster-response support.

Qualifications

• Seven+ years of information technology experience or equivalent substitutions as listed.
• Experience in end-user computing and field support.
• Strong documentation and training material creation.

Responsibilities

• Provide statewide end-user IT design and training support.
• Create project documentation and training guides; lead technical projects.
• Perform advanced hardware/software troubleshooting and account management.
• Coordinate tickets, assign tasks, and monitor service requests.
• Oversee second/third-party support and ensure SLAs.
• Lead deployments of hardware/software and plan resources for projects.
• Support emergency operations during disasters.

Skills

End-user support

Network troubleshooting

Project coordination

Technical documentation

Password resets

Education

Associate's degree in information technology

Bachelor's degree

Master's degree

24 semester hours in IT/CS/engineering/math/business analytics

Tools

Service management ticket system

Mobile device management (MDM)

LAN troubleshooting tools

Job description

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing section. Req. 226660

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.

Incumbent of this position reports to the EUC IT Manager 2. EUC is 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 4 core areas of concentration, including: Field Operations, Advanced Remote Support, End User Technology, and Incident and Ops Management.

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 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

Experience Requirements

• 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.

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

• 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. . Surveys customer technical and business process information gathering and performs analysis to prepare for system implementations or software changes.

• Provides end-user support through information updates, creation and tracking of service requests, and 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 OTS standard baseline configuration settings are adopted and applied for all applicable customer devices.

• 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.

• 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.

Career Progressions: 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.

Compensation: The salary range listed on the job posting reflects the pay grade minimum and maximum for the IT Statewide Systems Support Engineer 1 job title. The salary range pay grade minimum and maximum for the other levels of the career progression group can be viewed using the links below: IT Statewide Systems Support Engineer 2.

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