Job Information
Louisiana Department of State Civil Service IT Statewide Systems Technician 1-4 (AP) in Baton Rouge, Louisiana
IT Statewide Systems Technician 1-4 (AP)
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IT Statewide Systems Technician 1-4 (AP)
Salary
Depends on Qualifications
Location
Baton Rouge, LA
Job Type
Classified
Job Number
OTS 062624G ERG
Department
Division of Administration-Office of Technology Services
Opening Date
06/26/2024
Closing Date
7/6/2024 11:59 PM Central
Description
Benefits
Questions
Supplemental Information
The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. Req. 195917
This vacancy will be filled by new hire or by promotion of a current permanent status classified employee.
Louisiana is a "State as a Model Employer" for People with Disabilities.
This vacancy participates in a career progression group and may be filled from this recruitment as a IT Statewide Systems Technician 1 (TS-311), IT Statewide Systems Technician 2 (TS-312), IT Statewide Systems Technician 3 (TS-313) or IT Statewide Systems Technician 4 (TS-314) depending on the level of experience of the selected applicant. The maximum salary for the IT Statewide Systems Technician 4 is $ 103,064 . Please refer to the "Job Specifications" tab located at the top of the LA Careers "Current Job Opportunities" page of the Civil Service website for specific information on salary ranges, minimum qualifications and job concepts for each level.
Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions including promotions, demotions, details, reassignments and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-verify system.
No Civil Service test score is required in order to be considered for this vacancy.
To apply for this vacancy, click on the “Apply” link above and complete an electronic application which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the information section of the Current Job Opportunities page.
Resumes WILL NOT be accepted in lieu of completed education and experience sections on your application. Applications may be rejected if incomplete.
Applicants qualifying based on college training or receipt of a baccalaureate degree will be required to submit an official college transcript to verify credentials claimed prior to appointment. Please make every effort to attach a copy of your transcript to your application. The transcripts can be added as an attachment to your online application or faxed to (225) 219-1041. The selected candidate will be required to submit original documentation upon hire.
For further information about this posting, please contact:
Erica R. Gay
HR Specialist
Division of Administration/Office of Human Resources
email: Erica.Gay@la.gov
Minimum Qualifications
MINIMUM QUALIFICATIONS:
A baccalaureate degree plus two years of experience in information technology.
SUBSTITUTIONS:
An associate’s degree in information technology will substitute for the baccalaureate degree.
Two years of experience or training in information technology will substitute for the baccalaureate degree.
Candidates without a baccalaureate degree may combine experience or training in information technology and college credit to substitute for the required baccalaureate degree as follows:
30 to 59 semester hours credit will substitute for six months of experience or training in information technology towards the baccalaureate degree.
60 to 89 semester hours credit will substitute for one year of experience or training in information technology towards the baccalaureate degree.
90 or more semester hours credit will substitute for one year and six months of experience or training in information technology towards the baccalaureate degree.
A maximum of 90 semester hours may be combined with experience or training in information technology to substitute for the baccalaureate degree.
Six years of full-time work experience in any field may be substituted for the required baccalaureate degree.
Candidates without a baccalaureate degree may combine work experience in any field and college credit to substitute for the baccalaureate degree as follows:
30 to 59 semester hours credit will substitute for one year of experience towards the baccalaureate degree.
60 to 89 semester hours credit will substitute for two years of experience towards the baccalaureate degree.
90 to 119 semester hours credit will substitute for three years of experience towards the baccalaureate degree.
120 or more semester hours credit will substitute for four years of experience towards the baccalaureate degree.
A maximum of 120 semester hours may be combined with experience to substitute for the baccalaureate degree.
A baccalaureate degree with twenty-four semester hours in computer science, management information systems (MIS), quantitative business analysis--computer science, electrical engineering, information systems and decision sciences, computer engineering, mathematics, telecommunications, or computer information systems will substitute for up to one year of required experience.
A master's degree will substitute for up to one year of the required experience.
NOTE:
Multiple specialized degrees and/or master's degrees will substitute for a maximum of one year of required experience.
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.
NOTE:
Any college hours or degree must be from an accredited college or university.
Job Concepts
FUNCTION OF WORK:
To serve as a technical lead for a statewide information technology end user function.
LEVEL OF WORK:
Experienced.
SUPERVISION RECEIVED:
Direct from a higher-level IT Statewide professional with assigned supervisory responsibilities. May also receive supervision on a project basis from other IT Statewide professionals. Other reporting relationships may be approved by SCS.
SUPERVISION EXERCISED:
May provide guidance to lower-level IT Statewide personnel.
LOCATION OF WORK:
Division of Administration, Office of Technology Services
JOB DISTINCTIONS:
Differs from IT Statewide Technical Support Analyst 3 by the presence of serving as a technical lead in support of a statewide information technology end user function.
Differs from IT Statewide Systems Technician 2 by the absence of serving as a technical lead involving moderately complex tasks for a statewide information technology end user function.
Examples of Work
The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The Office of Technology Services will work to increase the return on the State's investment in technology by promoting smart decision-making, solving problems intelligently, increasing the rate of project success, and fostering a skilled and professional staff.
The OTS End User Computing unit provides support for approximately 30,000+ end users and devices in 600+ offices statewide. The Statewide Systems Technician is primarily responsible for responding to requests and resolving problems that are reported via the phone, email, and the service management ticketing system. The incumbent in this position and is directly responsible for providing excellent customer service through interaction with end users as the secondary or first point of contact for service requests. In addition, they may provide software and application technical support for OTS customer devices and associated peripherals along with basic and intermediate troubleshooting of the Local Area Network and server equipment. The incumbent may fully resolve and complete user requests as well as coordinate and assist other OTS services teams and third party vendors to troubleshoot and resolve hardware and software problems. The systems technician also participates in training for customers on the use of hardware, software and applications and
participates in statewide emergency preparedness and response planning and support activities. The hardware to be supported includes a variety of brands, models and form factors that are in use across the state and the software and applications to be supported include off-the-shelf as well as custom developed packages. The OTS customer field offices around the state range in size and complexity and may require support for specialized software and equipment as well as complex network, video conferencing and Audio/Video equipment in conference rooms and training labs.
All work tasks are assigned and monitored through the service management ticket system and the automatic call distributor.
35% Will act primarily as the second point of contact and secondarily as the first point of contact to provide end user support to the customer by providing but not limited to ticket creation, information updates, tracking of service requests, performing basic and advanced hardware and software troubleshooting. Performs user and system account management tasks such as resetting passwords and updating user information. Performs advanced password administration for specialized programs. Provides support to user by providing guidance to questions about intermediate and advanced usage of software, network and hardware. Will assist the customer by the installation, maintenance, and configuration of standard and advanced software and applications. Will performs escalations of incidents and requests to higher-level staff. Functions as the lead liaison with the end user and the vendor community. Provides intermediate and advance support for: hardware troubleshooting, software troubleshooting, network troubleshooting and application troubleshooting support for devices including laptops, tablets, phones, printers, scanners, audio video units, fax units and associated peripherals.
20% Performs installation, configuration, break/fix, and troubleshooting, tasks. Performs intermediate and some advanced local area network troubleshooting of network routers, switches, and hubs and cabling. Performs Active Directory administration of user and computer objects.
20% Performs as the lead in coordinating and interacting with technical staff from other teams, third party contractors and manufacturers/vendors to assist with providing: hardware, device, software and application troubleshooting for resolution of issues and problems as needed. Identifies opportunities for improvement of services and operations and may act as a resource to implement improvement changes. Performs trend, root cause analysis, and research then makes recommendations to management staff. Functions as a subject matter expert for computer support for one of more state agencies. Acts as a team leader on project initiatives. Performs complex troubleshooting, information gathering research and documents solutions for issue and problem resolution.
10% Participates in scheduled on-call rotation to provide after-hours support. May function as an escalation resource for the team’s on call process. Develops complex SOPs (technical procedure documentation, technically advanced instructional documentation, and technical customer support guides). Will provide technical knowledge transfer and training for lower level technical services staff. Participates in the continuation of higher education and skills growth training related to end user support tasks. May need to provide additional level 1 support to the incident management team. Participates in meetings with supervisors, technical and program office staff. Participates in statewide emergency preparedness, response planning, and may lead in support activities for the team.
10% Aids with onboarding and training new employees. Will function as a lead tech on the remote desktop support team. Will function as liaison between the Remote Desktop Support and Incident Management Team supervisors. Will be able to provide at least limited support for all other areas of the Advance Remote Support unit. Primary resource to attend meetings if supervisor is unable to do so. Will act as service owner for Executive VIP process in the absent of the supervisor.
5% Work on other assigned tasks such as but not limited to special projects, analysis, studies, and plans as directed.
Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity tomake a differencethrough public service. With an array of career opportunities in every major metropolitan center and in many rural areas, state employment provides an outstanding option to begin or continue your career.
As a state employee, you will earn competitive pay, choose from a variety of benefits, and have access to a great professional development program:
Insurance Coverage More information can be found at https://info.groupbenefits.org/
Parental Leave– Up to six weeks paid parental leave
More information can be found athttps://www.civilservice.louisiana.gov/Parental-Leave/Default.aspx
Holidays and Leave – State employees receive the following paid holidays each year:
New Year's Day
Martin Luther King, Jr. Day,
Mardi Gras,
Good Friday,
Memorial Day,
Independence Day,
Labor Day,
Veteran's Day,
Thanksgiving Day and Christmas Day.
* Additional holidays may be proclaimed by the Governor
State employees earn sick and annual leave which can be accumulated and saved for future use. Your accrual rate increases as your years of service increase.
Retirement – State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works). These retirement systems provide retirement allowances and other benefits for state officers and employees and their beneficiaries. State retirement systems may include (but are not limited to):
Louisiana State Employees Retirement System (www.lasersonline.org). LASERS has provided this video (https://lasersonline.org/wp-content/uploads/2016/07/Your_Retirement_System.mp4) to give you more detailed information about their system
Teacher's Retirement System of Louisiana (www.trsl.org),
Louisiana School Employees Retirement System (www.lsers.net), among others
01
Do you have any experience providing computer troubleshooting and/or desktop support? If so, please provide details.
02
This position requires you to work an eight hour shift anytime between the hours of 7:00 am and 5:00 pm that we designate, can you meet this requirement?
Yes
No
03
This position is located in a fast paced and high work volume group, if you are selected to fill this vacancy can you function successfully in this type of environment?
Yes
No
04
Do you have any experience or training using helpdesk software? If so, what is the name of the software?
05
In an emergency event this position requires that you be available to work extended hours and weekends, possibly offsite, can you meet this requirement?
Yes
No
Required Question
Agency
State of Louisiana
Address
For agency contact information, please refer to
the supplemental information above.
Louisiana State Civil Service, Louisiana, 70802
Phone
(866) 783-5462
Website
http://agency.governmentjobs.com/louisiana/default.cfm
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