IT Statewide Systems Technician 1-4 (JS)

Salary: Depends on Qualifications

Location : Jackson, LA

Job Type: Classified

Job Number: OTS 041524E ERG

Department: Division of Administration-Office of Technology Services

Opening Date: 04/15/2024

Closing Date: 4/20/2024 11:59 PM Central

Supplemental Information

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. Req. 192960

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: [email protected]
Qualifications

MINIMUM QUALIFICATIONS:

A baccalaureate degree plus two years of experience in information technology.

SUBSTITUTIONS:

1. An associate's degree in information technology will substitute for the baccalaureate degree.

2. 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.

3. 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.

4. 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.

5. 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.

Incumbent of this position reports to the EUC IT Statewide Systems Support Engineer. EUC is the first point of contact for all statewide IT incidents, issues and requests from more than 30,000 users and devices in 720+ locations. EUC services are divided into 5 core areas of concentration including; Field Operations, Advanced Remote Support, End User Technology, Incident and Ops Management, and Comm and Network Services. Incumbent of this position is responsible for field office technical support of advanced devices in the assigned region. The hardware to be supported may be specialized or complex and includes various types of network devices, servers, Audio/Video components and associated peripherals in addition to desktop and end user devices. All work tasks are assigned and monitored through the service management ticket system. The incumbent will need to be travel authorized to drive a state and/or personal vehicle to support OTS customer offices throughout the domiciled region and may travel frequently to OTS customer offices around the state to provide technical support services. Duties may be performed in highly complex and secured environments including prisons, mental health institutions and developmental facilities.

30% Acts as the first point of contact to provide end user support through information updates, creation and tracking of service requests, performing basic or advanced hardware, and software troubleshooting tasks. Performs user and system account management tasks such as; resetting passwords, updating user account information, tracking and updating assigned asset information. Provides feedback to customers concerning basic and advanced technical incidents. Surveys customer technical and business process information gathering and performs analysis to prepare for system implementations or software changes. Technically leads user and system testing of new or changed software and hardware settings and configuration. Performs installation, configuration, break/fix, troubleshooting, repair and decommissioning tasks. Leads and participates in large-scale hardware and software deployment projects at locations within the region or infrequently
around the state.

30% Utilizes ticketing system to receive work orders and log all services provided and hours worked. Documents solutions for issue and problem resolution for future knowledge base needs. Participates in statewide emergency preparedness and response planning and support activities including setting up temporary networks, computers and printers at shelters and other relocation sites. Responsible for creation of project documentation, end user messaging information and end user training guides. Performs installation, maintenance, and configuration of software and applications. Functions as a technical liaison with the end user, OTS technical teams, third party support groups and the vendor community to perform device hardware, software and application troubleshooting for resolution of issues and problems.

25% Acts as a technical lead for team members and assists with providing basic, advanced and highly complex onsite and remote end user hardware, software and application support for devices including: desktops, laptops, tablets, phones, printers, scanners, audio/video units, fax units and associated peripherals in customer offices. Performs mobile device management enrollment and configuration deployment. Acts as a project consultant for hardware and software deployments and changes to establish requirements, timeline, resources, costs and overall plans. Leads highly complex projects pertaining to end user technologies. Performs local area network troubleshooting with assistance from higher-level engineers for network routers, switches and cabling. Travels throughout the domiciled region as needed or around the state as requested.

10% May provide direct or functional supervision over lower-level personnel. May serve as a technical lead for providing training to personnel on highly complex end user services and technologies. Participates in continuing education and skills growth training related to end user support tasks. Participates in meetings with supervisors, technical and program office staff. Identifies opportunities for improvement of services and operations and makes recommendations to supervisory staff. Participates in scheduled on-call rotation to provide after-hours support.

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

Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity to make a difference through 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

Parental Leave - Up to six weeks paid parental leave
More information can be found at

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 (). LASERS has provided this video to give you more detailed information about their system
Teacher's Retirement System of Louisiana (),
Louisiana School Employees Retirement System (), among others