IT Statewide Systems Technician 1-4 (NW)

Salary: Depends on Qualifications

Location : Baton Rouge, LA

Job Type: Classified

Job Number: OTS 041524F ERG

Department: Division of Administration-Office of Technology Services

Opening Date: 04/15/2024

Closing Date: 4/22/2024 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. 192850

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.

The incumbent of this position provides second level support for both in-scope and out-of-scope agencies and end users statewide. The primary role of this position will be the troubleshooting and reporting of service solutions in the area of voice and data networking services, including but not limited to: local-and wide-area network services, routers, switches, IP based services, and other complex lines of services offered by OTS. The hardware to be supported includes a variety of brands, models and form factors that are in use across the state. This involves the utilization of various technical disciplines and tools for the analysis and troubleshooting of these complex network systems. Regular interaction with other OTS and State Agency personnel, vendors of telecommunication and network services, and end users will be expected. This position will require the incumbent to develop and maintain advanced knowledge of network topologies and telecommunications architectures as new technologies are developed and implemented.

All work tasks are assigned and monitored through the service management ticket system, MySoft ticket system, and an automatic call distributor.

30% Serves as technical lead for statewide information technology end user functions. Performs as subject matter expert for support of multiple agencies or vendor/third party coordination involving complex tasks and projects. Directs lower level staff in the utilization of monitoring tools to analyze the state of networking and telecommunication issues (ex. routers, circuits, switches, etc.). Work as the lead with other OTS teams, Circuit Vendors, and Wiring Contractors for the resolution of networking, telecommunication, and wiring issues.

20% Serves as technical resource for lower level technicians and Telecommunications Coordinators in assisting state agencies with troubleshooting techniques, setting up trouble tracking logs, and preparing escalations to resolve complex problems. Proficient in the use of the various vendors' tools in the reporting and repair analysis used to resolve information technology technical issues for state agencies; Serves as system administrator in vendor software systems such as AT&T Centrex Control. Also researches the development of new products and technology in all areas of telecommunications to resolve both repair and ordering process problems.

20% Utilize monitoring tools to analyze the state of networking and telecommunication issues (ex. routers, circuits, switches, etc.). Work with other OTS teams, Circuit Vendors, and Wiring Contractors for the resolution of networking, telecommunication, and wiring issues. Creates, monitors and coordinates the timely completion and quality assurance of trouble tickets from the date of assignment to the final closeout of the trouble reports. Performs daily follow up on trouble reports particularly the complex, priority, and critical reports; obtains vendor resolutions or corrective action taken to clear the problem and verifies completion with the agencies upon close out. Reviews and validates vendor charges on outstanding invoices for repair related activities through coordination with OTS Network's Finance personnel, state agency personnel, and vendors.

10% Solicits and reviews quotes for statewide repair-related telecommunications equipment and services operating in compliance with OTS Network's procurement procedures as required by the Small Purchase Executive Order. Secures approvals from agency telecommunications coordinator and Unit Management. When the costs for repairs are expected to exceed OTS Network purchasing authority, technician prepares project package and escalates to project team for bid. Also reports non-routine problems and major service issues for state contract vendors to the OTS Network Contracts Administrator and the Unit's Management.

10% Expected to serve as lead trainer to provide guidance and oversight to lower-level IT Statewide personnel. Assists in for onboarding of new employees. Required to participate in an on-call rotation for after hour support. May serve as escalation point for on-call rotation for after hour support.

10% Determines and writes moderately complex standards and procedures for the technical functions of the unit. Assists with designated administrative matters as defined by Management. This includes special project assignments within the unit/section. Assist in managing inventory to maintain and correct agency system information (including appropriate maintenance subscription, warranty information, system and configuration information) which is critical for billing and repair purposes. 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

01

Are you able to work a shift until 5pm? Are you able to be on call after hours for one week every month? Yes
No

02

Would you be able to provide detailed written instructions when replying to voice related issues on a trouble ticket? Yes
No

03

Would you be comfortable with answering calls by an ACD and providing verbal instructions to users about their phone features and phone systems? Yes
No

04

What experience do you have with VoIP phone, network or other hardware and software technical support? Yes
No

05

What experience do you have in emergency response operations? Yes
No

Required Question