IT Statewide Systems Technician 1-4 (AR)

The State of Louisiana is hiring for the IT Statewide Systems Technician 1-4 position in Baton Rouge, LA. This role is part of the Division of Administration/Office of Technology Services and offers a career progression based on experience. The maximum salary for the highest level is $103,064. Applicants must meet specific qualifications and may undergo background checks and drug testing. Resumes are not accepted; a completed application is required.
The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. Req. 207107

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:
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.

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.
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 Level 3 Systems Support Technician is primarily responsible for responding to requests and resolving problems that are escalated from the Service Desk via the phone and the service management ticketing system. The incumbent in this position reports to an IT Statewide Manager and is directly responsible for providing excellent customer service through remote end user support for complex problems that were unable to be resolved at other levels. May perform root cause analysis and reporting. In addition, the incumbent may participate in systems administration of the Service Management, Configuration Management, Antivirus and Threat Management, Network Print and other backend systems in use by the End User Computing organization. The systems support technician may fully resolve and complete user requests as well as coordinate with other OTS services teams and third party vendors to escalate requests or participate in further complex troubleshooting and resolution of hardware , software, and application problems.

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.

65% Acts as a System Administrator and Subject Matter Expert to provide remote support to perform advanced problem determination and resolution for issues that cannot be resolved by the Service Desk and must be escalated. Assists in the installation, maintenance, and configuration of hardware, software and applications. Answers user questions about advanced usage of hardware, software and applications. Performs advanced user and system account management tasks. Documents technical procedures and support processes to be followed by the Service Desk staff. Provides knowledge transfer for run books and knowledge databases. Performs root cause analysis of problems. Participates in systems administration of the Service Management, Configuration Management, Antivirus and Threat Management, Network Print, File Director, Appsence, La Meds and other backend systems in use by the End User Computing organization.

20% Acts as a Team leader on projects. Makes recommendations for operational improvement and acts as a technology adviser for supervisor staff. Performs escalation of incidents and requests to higher level technical staff and third parties for resolution. Interacts with technical staff from other teams and third party contractors to perform device, software and application troubleshooting for resolution of issues and problems as needed.

10% Completes continuing education and skills growth training to expand technical, software, and troubleshooting knowledge related to end user support tasks. Participates in scheduled on-call rotation to provide after-hours support. Participates in meetings with supervisors, technical, and program office staff.

5% Performs all other tasks, special projects, analysis, studies, and plans as directed.