Statewide IT Systems Technician: End-User Support Lead

Division of Administration-Office of Technology Services; Baton Rouge (LA); On-site; USD 42,000 - 65,000; Full time

Job summary

The Division of Administration/Office of Technology Services seeks a Statewide Systems Technician to join the End User Computing unit in Baton Rouge. You will respond to requests via phone, email, and the service desk, troubleshoot hardware, software, and network issues, and coordinate with vendors to resolve complex problems.

You will provide user training, contribute to emergency planning, and support statewide IT services for 30,000+ end users across 600+ offices.

Qualifications

• Four years of experience in information technology.
• Six years of full‑time work experience in any field plus two years of experience in information technology.
• A bachelor’s degree plus two years of experience in information technology.
• 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.
• A master’s degree plus one year of experience in information technology.

Responsibilities

• Serves as the primary and secondary point of contact for end‑user support, including ticket creation and tracking, information updates, account management, password resets, and intermediate to advanced hardware, software, network, and application troubleshooting.
• Installs, configures, maintains, and performs break/fix support for standard and advanced software, hardware, and devices.
• Provides guidance and technical assistance to users on intermediate and advanced software, network, and hardware usage.
• Serves as a subject matter expert for computer support for one or more state agencies and leads project initiatives and technical efforts.
• Develops highly complex standard operating procedures, technical procedures, instructional materials, and customer support guides.
• Serves as a lead technician for the Remote Desktop Support Team and as a liaison between teams; may serve as primary resource for meetings when supervisor is unavailable.
• Participates in on‑call rotations and statewide emergency preparedness planning; may lead technical support during emergencies.
• Performs other assigned duties, including special projects, analyses, studies, and plans.

Education

Four years of experience in information technology

Six years of full-time work experience in any field plus two years of experience in information technology

An associate's degree in information technology plus two years of experience in information technology

A bachelor’s degree plus two years of experience in information technology

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

A master’s degree plus one year of experience in information technology

Tools

Active Directory

Remote Desktop support

LAN equipment troubleshooting

Job description

The Division of Administration/Office of Technology Services seeks a Statewide Systems Technician to join the End User Computing unit in Baton Rouge. You will respond to requests via phone, email, and the service desk, troubleshoot hardware, software, and network issues, and coordinate with vendors to resolve complex problems.

You will provide user training, contribute to emergency planning, and support statewide IT services for 30,000+ end users across 600+ offices.