IT Statewide Technical Support Analyst 1-2 (EUC LW)

The IT Statewide Technical Support Analyst 1-2 (EUC LW) serves as a first point of contact for end users, supporting End User Computing (EUC) services. The role handles incoming requests through multiple channels, performs basic troubleshooting and account support, escalates unresolved items, and contributes to documentation and continuous improvement activities.

Key Responsibilities

• Respond to end user requests and resolve reported problems via phone, chat, email, and the service management ticketing system.
• Provide customer service as the first point of contact for end users.
• Deliver customer updates and perform account management alongside basic support for state issues and authorized end user hardware, software, and applications for OTS customer devices and associated peripherals.
• Support end users by providing information updates, creating and tracking service requests, and completing basic hardware, software, and application troubleshooting using standardized procedures.
• Perform user and system account management tasks such as resetting passwords and updating user information.
• Answer user questions related to basic usage of software packages, hardware, and applications.
• Assist with the basic installation, maintenance, and configuration of standard software and applications.
• Escalate incidents and requests to a supervisor as needed.
• Identify opportunities to improve services and operations and provide recommendations to supervisory staff.
• May participate in large-scale software and hardware deployment projects.
• Document solutions for issue and problem resolution.
• May participate in scheduled after-hours on-call rotation to provide support.
• Assist with developing knowledge base content, technical procedure documentation, and technical user guides.
• Participate in continuing education and skills growth training related to end user support.
• Attend meetings with supervisors, technical staff, and program office staff, including statewide emergency preparedness and response planning and support activities.
• Perform all other tasks, special projects, analysis, studies, and plans as directed.

Minimum Qualifications

• 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.

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.

Appointment Type and Duration

This vacancy may be filled by job appointment, which is temporary in nature and not to exceed 48 months. If filled as a job appointment, the position may be converted to a probational appointment provided a vacant position becomes available and funding is available.

Career Progression

This vacancy participates in a career progression group. It may be filled from this recruitment as an IT Statewide Technical Support Analyst 1 or 2.

Application Notes

• No Civil Service test score is required to be considered for this vacancy.
• Resumes will not be accepted in lieu of completed education and experience sections on the application.
• Applications may be rejected if incomplete.
• Transcripts can be added as an attachment to the online application.
• The selected candidate will be required to submit original documentation upon hire.

Background Check, Drug Testing, and E-Verify

• A background check, including criminal record history, will be conducted prior to a new hire.
• Background check information will not necessarily preclude employment, but will be considered when determining suitability and competence.
• A criminal history check may be conducted on employees changing positions, including promotions, demotions, details, reassignments, and transfers.
• Prospective employees may be subject to pre-employment drug testing.
• New hires will be subject to employment eligibility verification through the federal government’s E-Verify system.

Location

Baton Rouge, LA (onsite).

For Further Information

Contact Erica R. Gay, HR Specialist, Division of Administration/Office of Human Resources: [email protected].