IT Statewide Technical Support Analyst 1-3

Make a direct impact for a statewide end user community. In the End User Computing unit of the Division of Administration-Office of Technology Services (OTS), you will support approximately 30,000+ users and devices across 720+ offices in Louisiana. This onsite role in Baton Rouge, LA serves as first-point-of-contact assistance for everyday technology needs, troubleshooting, and service request coordination.

What you’ll do

• Handle incoming requests and resolve reported issues via phone, chat, email, and the service management ticketing system.
• Provide strong customer service as the first point of contact for end users.
• Deliver customer updates and assist with account management, including basic support for state issues and authorized end user hardware, software, and applications, plus associated peripherals.
• Complete user requests and coordinate with other support staff to troubleshoot and resolve problems.
• Provide end user support through standardized troubleshooting, information updates, and creating and tracking service requests.
• Perform user and system account tasks, including resetting passwords and updating user information; may perform advanced password resets.
• Answer questions about basic usage of software packages, hardware, and applications.
• Assist with installation, maintenance, and configuration of standard software and applications.
• Support incident and request escalations to higher-level teams.
• Document solutions for issue and problem resolution.
• Help improve services and operations by identifying opportunities and making recommendations to supervisory staff.
• Support project initiatives, scheduled on-call rotation for after-hours support, and assist with knowledge base content and technical documentation and guides.
• Participate in continuing education and skills growth training related to end user support.
• Attend meetings with supervisors and technical and program office staff, including statewide emergency preparedness and response planning and support activities.
• Perform other directed tasks, special projects, analysis, studies, and plans.

How the team is structured

This End User Computing role is part of EUC services organized into four core areas of concentration: Incident and Operations Management, Field Operations, Advanced Remote Support, and End User Technology. You may also serve as a liaison with other OTS verticals.

What you bring

• 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 allowed is 120 semester hours, substituting for a maximum of four years of 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.

Compensation and benefits

The salary range for this position is USD 3,181 - 5,724 per month. Benefits include insurance coverage, parental leave up to six weeks paid, paid holidays each year, and sick and annual leave that can be accumulated and saved. You may also be eligible to participate in various retirement systems.

Additional job details

• Appointment type: This vacancy may be filled by job appointment, temporary in nature and not to exceed 48 months.
• Conversion possibility: If filled as a job appointment, it may be converted to a probational appointment if a vacant position becomes available and funding is available.
• Career progression: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Systems Technician 1, 2, 3 or 4.
• Req 226289

How to apply

• No Civil Service test score is required for consideration.
• 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.
• The selected candidate will be required to submit original documentation upon hire.
• A background check, including criminal record history, will be conducted prior to hire.
• Prospective employees may be subject to pre-employment drug testing.
• New hires will be subject to employment eligibility verification via E-Verify.

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