IT Statewide Technical Support Analyst 1-3 (EUC SH)

Grambling State University; Baton Rouge (LA); On-site; USD 38,000 - 52,000; Full time

Job summary

The Louisiana Division of Administration/Office of Technology Services (OTS) End User Computing unit provides frontline support for 30,000+ end users across 720+ offices. The Technical Support Analyst serves as the first point of contact, handling requests via phone, chat, email, and tickets, delivering courteous service and enabling timely problem resolution.

Responsibilities include password resets, user/account management, and basic hardware/software troubleshooting, with opportunities to

Qualifications

• Two years in information technology OR six years in any field OR an associate’s degree in IT OR a bachelor’s degree.
• A certification in an approved area may substitute for education/experience at hire or promotion.

Responsibilities

• Respond to end user requests via phone, chat, email, and service management tickets.
• Provide customer updates and manage user accounts; assist with password resets.
• Perform basic hardware/software troubleshooting and coordinate with other OTS staff to resolve problems.
• May participate in on‑call rotation and contribute to knowledge base content.

Skills

Customer support

IT knowledge

Troubleshooting

Password resets

Account management

Education

Associate's degree in IT

Bachelor’s degree

Tools

Ticketing system

Job description

The Division of Administration/Office of Technology Services has a vacancy. This position is located in End User Computing. Req 226289

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 720+ offices statewide. EUC services are divided into 4 core areas of concentration including Incident and Operations Management, Field Operations, Advanced Remote Support, and End User Technology. The Technical Support Analyst is primarily responsible for responding to requests and resolving problems that are reported via the phone, chat, email, and the service management ticketing system. The incumbent in this position is responsible for providing excellent customer service through interaction with end users as the first point of contact. Provides customer updates and account management in addition to basic support for state issues and authorized end user hardware, software, and applications for OTS customer devices and associated peripherals. The incumbent may fully resolve and complete user requests as well as coordinate with other support staff to troubleshoot and resolve problems.

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

Two years of experience in information technology; OR
Six years of full-time experience in any field; OR
An associate's degree in information technology; OR
A bachelor’s degree.
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:

Acts as the first point of contact to provide end user support through information updates, creation and tracking of service requests, and performing basic hardware, software, and applications troubleshooting tasks following standardized procedures. Performs user and system account management tasks such as resetting passwords and updating user information. Provides answers to user questions about basic usage of software packages, hardware, and applications. May perform advanced password resets. Assists in the installation, maintenance, and configuration of standard software and applications. May function as a liaison with other OTS verticals.
Performs escalations of incidents and requests to higher level teams. Assists in identifying opportunities for improvement of services and operations and makes recommendations to supervisory staff. May act as a team member on project initiatives. Documents solutions for issue and problem resolution.
May participate in scheduled on‑call rotation to provide after‑hours support. May assist in developing knowledge base content, technical procedure documentation, and technical user guides. Participates in continuing education and skills growth training related to end user support. Participates in meetings with supervisors, technical and program office staff including statewide emergency preparedness and response planning and support activities.
Performs all other tasks, special projects, analysis, studies, and plans as directed.

Position‑Specific Details:

Appointment Type: This vacancy may be filled by job appointment, which is temporary in nature not to exceed 48 months. If filled as a job appointment, the position may be converted to a probational appointment provided a vacant position becomes available and funding is available

Career Progressions: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Systems Technician 1, 2 3 or 4.

Compensation

The Salary range listed on the job posting reflects the pay grade minimum and maximum for the IT Statewide Systems Technician 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 Technical Support Analyst 2

IT Statewide Technical Support Analyst 3

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

For further information about this posting, please contact:

Erica R. Gay

HR Specialist

Division of Administration/Office of Human Resources

Email: [e-mail]