IT Statewide Technical Support Analyst 1-2

The IT Statewide Technical Support Analyst 1-2 serves as a first point of contact for end user support for OTS customers. The role handles reported issues and requests, performs basic troubleshooting, manages user support interactions across multiple channels, and coordinates escalation when required.

Role Location

• Baton Rouge, LA (onsite)

Core Responsibilities

• Responds to requests and resolves problems reported via phone, chat, email, and the service management ticketing system.
• Delivers customer service as the initial point of contact for end users.
• Provides customer updates and performs account management alongside basic support for state issues and authorized end user hardware, software, and applications on OTS customer devices and associated peripherals.
• May complete and resolve user requests independently or coordinate with other support staff to troubleshoot and resolve problems.
• Provides basic end user support through standardized information updates, and the creation and tracking of service requests, including basic hardware, software, and applications troubleshooting.
• Performs user and system account management tasks, including resetting passwords and updating user information.
• Answers user questions related to basic usage of software packages, hardware, and applications.
• Assists with basic installation, maintenance, and configuration of standard software and applications.
• Escalates incidents and requests to a supervisor as needed.
• Identifies improvement opportunities for services and operations and makes recommendations to supervisory staff.
• May participate in large-scale software and hardware deployment projects.
• Documents solutions for issue and problem resolution.
• May participate in a scheduled on-call rotation to provide after-hours support.
• May assist with developing knowledge base content, technical procedures documentation, and technical user guides.
• Participates in continuing education and skills growth training related to end user support.
• Participates in meetings with supervisors, technical teams, and program office staff, including statewide emergency preparedness and response planning and support activities.
• Performs other tasks, special projects, analysis, studies, and plans as directed.

Required Experience and Education

• Two years of experience in information technology; OR
• Six years of full-time experience in any field; OR
• An associate’s degree in information technology; OR
• A bachelor’s degree.

Experience Substitution: Every 30 semester hours earned from an accredited college or university will be credited as one year of experience toward the six years of full-time work experience in any field. The maximum substitution is 120 semester hours, which substitutes for up to four years of experience in any field.

Certification Substitution: A certification in an approved area may substitute for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.

Systems and Tools

• Service management ticketing system

Appointment, Testing, and Application Notes

• Appointment Type: Temporary in nature and may not exceed 48 months. If filled as a job appointment, the position may convert to a probational appointment if a vacant position becomes available and funding is available.
• Career Progressions: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Technical Support Analyst 1 or 2.
• Civil Service Test: No civil service test score is required to be considered for this vacancy.
• Resumes: Resumes will not be accepted in lieu of the completed education and experience sections on your application.
• Documentation: The selected candidate will be required to submit original documentation upon hire.
• Background Check: Prior to a new hire, a background check including criminal record history will be conducted.
• Additional Checks: A criminal history check may be conducted on employees changing positions, including promotions, demotions, details, reassignments, and transfers.
• Drug Testing: Prospective employees may be subject to pre-employment drug testing.
• Employment Eligibility: New hires will be subject to eligibility verification via the E-Verify system.

Job Specifications and Contact

The official job specifications for this role, as defined by the State Civil Service, can be found here.

For further information about this posting, contact Erica R. Gay, HR Specialist, Division of Administration/Office of Human Resources, at [email protected].