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Information Technology Technical Support Specialist 1, 2, 3 (OTS EUC) js

Company: State of Louisiana
Location: Baton Rouge
Posted on: April 16, 2019

Job Description:

Supplemental InformationThe Division of Administration/Office of Technology Services has a vacancy. (Req. #114002)This vacancy will be filled by new hire or by promotion of a current permanent status classified employee.As part of a Career Progression Group, vacancies may be filled from this recruitment as an Information Technology Technical Support Specialist 1 (TS-310), Information Technology Technical Support Specialist 2 (TS-312), or Information Technology Technical Support Specialist 3 (TS-313). The maximum salary for the Information Technology Technical Support Specialist 3 is $89,960 annually. Please refer to the "Job Specifications" tab located at the top of the LA Careers "Current Job Opportunities" page for specific information on salary ranges, minimum qualification requirements and job concepts for each level.Louisiana is a State as a Model Employer for People with Disabilities.A criminal history check may be conducted on all new hires as well as 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.There is no Civil Service written test requirement.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 by selecting the 'Applications' link after logging into their account. Below are the most common status messages and their meanings.Application received - Your application has been submitted successfully.Evaluating experience - Your application is being reviewed to ensure you meet the minimum qualifications for the position.Minimum Qualification Review - See History - Click the History link for the results of your application review. Passing candidates will designate as "Pass". Failing candidates will designate as "Fail".Eligible for consideration - You are among a group of applicants who MAY be selected for the position.Eligible Pending Supplemental Qualification Review - Only candidates meeting the supplemental qualification will be eligible for referral.Referred to hiring manager for review - Your application has been delivered to the hiring manager. You may or may not be called for an interview.Position filled - Someone has been selected for the position.Position canceled - The agency has decided not to fill the position.The State of Louisiana only accepts online applications. Paper applications will not be accepted. Computer access is available at your local library, at local Louisiana Workforce Commission Business Career Solutions Centers, and at the State Civil Service Testing and Recruiting Center at 5825 Florida Boulevard, Room 1070, Baton Rouge, LA 70806. If you require an ADA accommodation, please contact our office at (225) 925-1911 or Toll Free: (866) 783-5462 during business hours for additional assistance.(Please note: Libraries and LWC centers cannot provide in-depth assistance to applicants with limited computer skills; therefore, we suggest that such applicants have someone with computer proficiency accompany them to these facilities to assist with the computer application process. Also, no State Civil Service employees are housed at the libraries or LWC centers to answer specific questions about the hiring process. Such questions should be directed to the State Civil Service Testing and Recruiting Center at the phone numbers above or by visiting the office on Florida Blvd. where assistance is available. Information is also provided on our job seeker website at https://jobs.civilservice.louisiana.gov/).Resumes will not be accepted in lieu of a completed application. You must include all relevant education and experience on your official State application.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:Mary DesOrmeauxHR SpecialistDivision of Administration/Office of Human Resourcesemail: mary.desormeaux2@la.gov QualificationsMINIMUM QUALIFICATIONS:A baccalaureate degree plus two years of professional level experience in information technology or electrical engineering.SUBSTITUTIONS:Two years of experience or training in information technology or electronic technician work will substitute for the baccalaureate degree.Candidates without a baccalaureate degree may combine experience or training in information technology or electronic technician work and college credit to substitute for the baccalaureate degree as follows:A maximum of 90 semester hours may be combined with experience or training in information technology or electronic technician work to substitute for the baccalaureate degree.30 to 59 semester hours credit will substitute for six months of experience or training in information technology or electronic technician work towards the baccalaureate degree.60 to 89 semester hours credit will substitute for one year of experience or training in information technology or electronic technician work 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 or electronic technician work towards the baccalaureate degree.College credit earned without obtaining a baccalaureate degree may be substituted for a maximum of one year and six months of experience or training in information technology or electronic technician work towards the baccalaureate degree. Candidates with 90 or more semester hours of credit, but without a degree, must also have at least six months of experience or training in information technology or electronic technician work to substitute for the baccalaureate degree.An associate degree in computer science will substitute for the baccalaureate degree.Verifiable experience in computer systems programming; or in systems, database, or network enterprise system support (hardware or software level) at a Louisiana State agency as a student worker enrolled in any baccalaureate degree program will substitute for a maximum of one year of the required professional experience on a month for month basis. A letter from the agency employing the former student must be submitted with the application and retained as part of the former student worker's record.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, telecommunications, or computer information systems will substitute for one year of the required experience.A master's degree in the above fields will substitute for one year of the required experience.Specialized degrees will substitute for a maximum of one year of the required experience.NOTE:Any college hours or degree must be from a school accredited by one of the following regional accrediting bodies: the Middle States Commission on Higher Education; the New England Association of Schools and Colleges; the Higher Learning Commission; the Northwest Commission on Colleges and Universities; the Southern Association of Colleges and Schools; and the Western Association of Schools and Colleges.Job ConceptsFunction of Work:To perform assigned tasks of increasing complexity in the installation, maintenance, and administration of software/hardware having department-wide impact for systems, database, or network for (LAN/WAN/Enterprise) system support.Level of Work:Experienced.Supervision Received:General supervision from higher-level Information Technology technical support personnel.Supervision Exercised:May exercise functional guidance to lower level technical support personnel on a project basis.Location of Work:May be used by all state agencies (Individual departments may restrict assignment of these duties to the Information Technology section.)Job Distinctions:Differs from Information Technology Technical Support Analyst by the presence of systems software programming responsibilities.Differs from higher level Technical Support jobs by the performance of tasks in the software, network, or database area, which are limited in scope and diversity, but which require general programming skills; also distinguished by formal training in systems software, network, or database programming.Examples of WorkThe 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.Incumbent of this position reports to the EUC IT Technical Support Supervisor responsible for Enterprise Field Operations in the Baton Rouge Parish and surrounding areas of the state. EUC is the first point of contact for all statewide IT incidents, issues and requests from more than 30,000 users and devices in 700+ locations. EUC services are divided into 5 core areas of concentration including Standards and Governance, Field Operations, Enterprise Provisioning, Service Desk and End User Technology. Incumbent of this position is responsible for field office technical support of end user hardware, software and peripheral devices in the assigned region. All work tasks are assigned and monitored through the service management ticket system. The incumbent may travel to OTS customer offices throughout the domiciled region and may travel infrequently to OTS customer offices around the state to provide technical support services. This position requires occasional lifting and moving of equipment weighing up to 50 pounds.30% May act as the first point of contact to provide end user support through information updates, creation and tracking of service requests, and performing basic or advanced hardware and software troubleshooting tasks. Performs user and system account management tasks such as resetting passwords and updating user information. Provides answers to user questions about basic and advanced usage of software packages. Performs installation, maintenance, and configuration of software and applications. Functions as a liaison with the end user and the vendor community . Utilizes ticketing system to receive work orders and to log all services provided and hours worked. Documents solutions for issue and problem resolution.30% Provides basic and advanced onsite and remote end user hardware, software and application support for devices including: desktops, laptops, tablets, phones, printers, scanners, AudioNideo units, fax units and associated peripherals in customer offices. Performs installation, configuration, break/fix, troubleshooting, repair and decommissioning tasks . Performs basic Local Area Network troubleshooting with assistance from higher level engineers for network routers, switches, hubs and cabling. Assists with Active Directory administration of user and computer objects. Travels throughout the domiciled region as needed or infrequently around the state as needed.25% Participates in large-scale hardware and software deployment projects at locations within the region. Participates in statewide emergency preparedness and response planning and support activities including setting up temporary networks, computers and printers at shelters and other relocation sites. Coordinates and interacts with technical staff from other teams, third party contractors and manufacturers/vendors to perform device, software and application troubleshooting for resolution of issues and problems as needed.10% Participates in scheduled on-call rotation to provide after-hours support. Participates in continuing education and skills growth training related to end user support tasks. Participates in meetings with supervisors, technical and program office staff. Identifies opportunities for improvement of services and operations and makes recommendations to supervisory staff.5% Performs all other tasks, special projects, analysis, studies, and plans as directed.

Keywords: State of Louisiana, Baton Rouge , Information Technology Technical Support Specialist 1, 2, 3 (OTS EUC) js, IT / Software / Systems , Baton Rouge, Louisiana

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