IT Technical Support - Coordinator 1

State of Louisiana; Baton Rouge (LA); On-site; USD 50,000 - 75,000; Full time

Job summary

State of Louisiana is seeking an IT support professional to provide statewide onsite installation, configuration, and maintenance for workstations, printers, and related devices. The role includes AD management, ticket documentation, and end-user training.

You will travel to various sites, assist with disaster recovery, and coordinate with internal IT units or contractors to resolve issues, ensuring continuity of operations.

Qualifications

• Excellent analytical and organizational skills.
• Ability to manage projects, assignments, and competing priorities.
• Proficient in Microsoft Office (Outlook, Word, Excel).

Responsibilities

• Provide statewide onsite installation, configuration, repair, maintenance and support for state owned workstations, laptops, printers, and related devices.
• Manage user accounts on local PCs, select servers, and Active Directory in line with standards.
• Document ticket resolutions using the tracking system.
• Support mobile devices with state data, ensuring proper configuration for work use.
• Train end users on technical issues to prevent incidents.
• Act to ensure business continuity during disasters per plan.
• Travel to various sites as needed to perform duties.
• Diagnose and resolve network-related end-user issues.
• Restore data from backups as required for end users.
• Coordinate with other IT units or contractors to handle issues.
• Perform other tasks as directed.

Skills

Analytical skills

Organization & time management

Project management

Customer service

Education

Bachelor’s or Associate degree

Tools

Microsoft Office

Job description

• Provide statewide onsite installation, configuration, repair, maintenance and support for state owned workstations, laptops, thin client devices, desktop printers, network printers, network communication devices, video conferencing equipment, software applications, and all associated components, peripherals and media.
• Manage user accounts on local PCs, select servers, and Active Directory in compliance of industry standards.
• Utilize tracking system to document ticket resolutions.
• Provide limited support for approved mobile devices which contain State proprietary data, including, but not limited to e-mail. Support shall be focused on ensuring that an otherwise functional device is properly configured for work related purposes.
• Train and assist end users on technical issues as a form of preventative maintenance.
• In the event of disaster, take appropriate actions to ensure continuity of operations in accordance with previously documented and Department approved plans.
• Travel to various sites as needed to carry out assigned duties.
• Identify, diagnose, and assist with resolution of network issues as related to end user problems.
• Restore data from backup systems using designated applications as needed for end user support.
• Manage all assigned issues being handled by other internal IT units or external contractors.
• Other tasks as directed.

QUALIFICATIONS

REQUIRED:

• Bachelor’s Degree or Associate’s degree with 3 years of professional experience in lieu of degree, or 6 years of professional experience in lieu of degree.
• Excellent analytical skills, effective organizational and time management skills.
• Great attention to detail and follow up.
• Ability to manage projects, assignments, and competing priorities.
• Proficient in the use of Microsoft Office, including but not limited to Outlook, Word, and Excel.
  

DESIRED:

• Advanced degree.
• Minimum one year of professional experience with OTS information systems or programs utilized by the department.
• Minimum one relevant industry certification or training including, but not limited to, CompTIA, Microsoft, HP, Dell, Cisco, ITIL Foundation, Apple, or HDI-CS.
• Professional experience with Windows based operating systems including installation, system administration or troubleshooting.
• Professional experience with various computer hardware, which includes: PCs, laptop & printers, MFPs, routers, switches or servers.
• Professional experience with Remote Control software, Ticketing System software, Active Directory, Exchange, or SharePoint.
• Professional customer service experience.