Job Details

Overview

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing (EUC) Section. Req.213398

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 reports to the EUC 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 five core areas: Field Operations, Advanced Remote Support, End User Technology, Incident and Ops Management, and Communications & Network Services. The incumbent is responsible for field office technical support of advanced devices in the assigned region. Hardware may be specialized or complex and includes 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. Travel to support OTS customer offices throughout the region and around the state may be required. The position may involve lifting up to 50 pounds and performing tasks in environments including prisons, mental health institutions, and developmental facilities.

Organization context

The Division of Administration is the state government's management arm and the hub of its financial operations. Division offices perform a wide variety of activities including:

• Overseeing the state's capital construction program
• Providing state and federal grants for community development
• Development of the state budget
• Providing technology services
• Guidance to agencies in the state purchasing and contracting process
• Administering a program that provides federal funds to help Louisiana residents recover from hurricanes

Basic Qualifications

Experience requirements include:

• Seven years of experience in information technology; OR
• Six years of full-time work experience in any field plus five years of experience in information technology; OR
• An associate's degree in information technology plus five years of experience in information technology; OR
• A bachelor's degree plus five years of experience in information technology; OR
• A bachelor's degree with twenty-four semester hours in IT, computer science, engineering, mathematics, or business analytics plus four years of IT experience; OR
• A master's degree plus four years of IT experience.

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 is 120 semester hours (up to four years).

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.

Responsibilities

Job duties include:

• Provide technical design services for statewide end-user IT functions at the enterprise level; may lead design efforts and training for highly complex end-user services and technologies; document solutions for future knowledge base needs; create project documentation and end-user training materials; act as a technical expert for staff and other OTS functional areas.
• Conduct and participate in meetings with management and technical staff; identify opportunities to improve services and operations; design implementations and provide recommendations; assist in defining daily operations strategy for field operations.
• Provide feedback to customers on advanced technical incidents; gather business process information and perform analysis for system implementations or changes; lead user and system testing of software/hardware; provide end-user support through updates, service requests, and advanced troubleshooting.
• Perform user and system account management tasks (password resets, account updates, asset tracking); perform local area network troubleshooting with engineers for routers, switches, and cabling.
• Direct daily work of personnel as needed; evaluate workload and ticket status; assign tasks and monitor operations; interface with users and vendors; oversee second-level and third-party support to meet service levels; coordinate with higher-level support across OTS teams.
• Ensure DOA and OTS policies are followed; enforce standard baseline configuration settings for applicable devices; evaluate and report performance metrics to ensure service levels across the customer base.
• Manage mobile device enrollment and configuration; lead hardware/software deployments and changes from requirements through timelines and budgets; lead highly complex end-user projects; participate in planning for emergency operations during disasters; pursue ongoing professional development in end-user support tasks.
• Perform additional tasks, special projects, analysis, studies, and plans as directed.

Position Details

Appointment Type: This vacancy will be filled by promotion of a current permanent status Office of Technology Services employee. A permanent status employee may be required to serve a new probationary period in lieu of promotion.

Louisiana is a State as a Model Employer for People with Disabilities.

Career Progression: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Systems Support Engineer 1 or 2.

How to Apply

No Civil Service test score is required to be considered for this vacancy.

To apply, click the "Apply" link above and complete an electronic application. Applicants are responsible for checking the status of their application. Information about status is available in the Current Job Opportunities information section.

Information to support eligibility must be included in the application (relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete.

Background and Contact

Prior to a new hire, a background check including criminal history will be conducted. A criminal history check may be conducted for employees changing positions. Pre-employment drug testing and E-verify may be required for new hires. For further information about this posting, contact:

Erica R. Gay
HR Specialist
Division of Administration/Office of Human Resources
Email: ...@la.gov