Statewide End User Computing Support Analyst

State of Louisiana; Baton Rouge (LA); Presencial; USD 42 000 - 66 000; Tempo integral

Resumo da oferta

State of Louisiana’s Division of Administration/Office of Technology Services is hiring for an IT Statewide Technical Support Analyst in End User Computing. The role serves ~30,000 end users across 720+ offices statewide, providing first‑line support via phone, chat, email, and the service management ticketing system.

Responsibilities include basic hardware/software troubleshooting, account management, and escalation coordination with other staff. A background check and E‑Verify apply.

Qualificações

• 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 credits one year toward six years of experience; max substitution 120 semester hours (four years).
• Certification in an approved area may be substituted for education/experience at hire or promotion from a Certificate of Eligibles.

Responsabilidades

• Acts as first point of contact to provide basic end user support via updates, service requests, and basic troubleshooting following procedures.
• Performs user and system account management tasks (e.g., password resets).
• Provides answers about basic software/hardware usage.
• Assists in installation, maintenance, and configuration of standard software and applications.
• Escalates incidents/requests to supervisor as needed.
• Identifies opportunities to improve services and operations; participates in deployment projects.
• Documents solutions for issue resolution; may participate in on‑call rotations.
• Develops knowledge base content and technical documentation; participates in training.
• Participates in meetings with supervisors and statewide emergency planning staff.

Formação académica

Associate's degree in information technology

Bachelor's degree

Information technology certification (any approved area)

Descrição da oferta de emprego

State of Louisiana’s Division of Administration/Office of Technology Services is hiring for an IT Statewide Technical Support Analyst in End User Computing. The role serves ~30,000 end users across 720+ offices statewide, providing first‑line support via phone, chat, email, and the service management ticketing system.

Responsibilities include basic hardware/software troubleshooting, account management, and escalation coordination with other staff. A background check and E‑Verify apply.