Statewide End-User IT Technician (1-4)

State of Louisiana; Baton Rouge (LA); On-site; USD 42,000 - 65,000; Full time

Job summary

State of Louisiana's Division of Administration/Office of Technology Services seeks an IT Statewide Systems Technician in the End User Computing section in Baton Rouge.

The incumbent provides first to advanced level technical support to 30,000+ users across 720+ locations, handling service requests via phone, chat, email and ticketing, and assists with installation, maintenance, and configuration of standard software and devices.

Qualifications

• Four years of experience in information technology; OR
• Six years of full-time work experience in any field plus two years of experience in information technology; OR
• An associate's degree in information technology plus two years of experience in information technology; OR
• A bachelor's degree plus two 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 one year of experience in information technology; OR
• A master's degree plus one year 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.

Responsibilities

• May act as the first point of contact to provide end user support through information updates, creation and tracking of service requests, performing hardware and software basic and advanced level troubleshooting tasks. Follows documented procedures to perform hardware and software troubleshooting steps. Performs user and system account management tasks such as resetting passwords and updating user information. Provides answers to user questions about usage of standard software packages. Assists in the installation, maintenance, and configuration of standard software and applications. May function as a liaison with other OTS verticals.
• Provides advanced remote end user hardware, software, and application support for devices including desktops, laptops, tablets, printers, etc. and associated peripherals in customer offices statewide including state offices, prisons, mental health and highly complex locations (such as DPS, OMV, DOA, Dept of Revenue, Governor’s Office). Work may consists of break/fix, configuration, installation, repair, or decommissioning tasks and more. Performs escalation of incidents and request to higher level technical staff for resolution. Interacts with other technical support staff to perform device, software and application troubleshooting for resolution of issues and problems as needed.
• Completes continuing education and skills growth training to expand technical, software, and troubleshooting knowledge related to end user support tasks. Assists in providing information to be included in technical procedures, operational run books, knowledgebase content and user guides. Participates in meetings with supervisors, technical, and program office staff. May participate in scheduled on-call rotation to provide afterhours support.
• Performs all other tasks, special projects, analysis, studies, and plans as directed.

Job description

State of Louisiana's Division of Administration/Office of Technology Services seeks an IT Statewide Systems Technician in the End User Computing section in Baton Rouge.

The incumbent provides first to advanced level technical support to 30,000+ users across 720+ locations, handling service requests via phone, chat, email and ticketing, and assists with installation, maintenance, and configuration of standard software and devices.