Statewide IT End-User Support Analyst

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 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