Information Technology Technical Support Specialist 1-3

State of Louisiana - Baton Rouge, LA (29 days ago)3.6


Supplemental Information

The Division of Administration/Office of Technology Services/EUC has a vacancy. (Req. #107591)

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.

This vacancy will be filled by new hire or by promotion of a current permanent status classified employee. There is no Civil Service written test requirement.

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.

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 (Download PDF reader), 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 DesOrmeaux
HR Analyst
Division of Administration/Office of Human Resources
email: mary.desormeaux2@la.gov
Qualifications

MINIMUM 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 Concepts

Function 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 Work
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 OTS End User Computing unit provides support for approximately 30,000+ end users and devices in 600+ offices statewide. The Technical Support Specialist is primarily responsible for responding to requests and resolving problems that are reported via the phone, email, and the service management ticketing system. The incumbent in this position reports to an Information Technology Technical Support Supervisor, Information Technology Technical Support Manager or Information Technology Deputy Director and is directly responsible for providing excellent customer service through interaction with end users as the first point of contact for service requests. In addition, they provide on-site end user hardware, software and application technical support for OTS customer devices and associated peripherals along with basic and advanced troubleshooting of the Local Area Network and server equipment. The incumbent may fully resolve and complete user requests as well as coordinate and assist other OTS services teams and third party vendors to troubleshoot and resolve hardware and software problems. The technical support specialist also participates in basic training for customers on the use of hardware, software and applications and participates in statewide emergency preparedness and response planning and support activities.

The hardware to be supported includes a variety of brands, models and form factors that are in use across the state and the software and applications to be supported include Off-the-shelf as well as custom developed packages. The OTS customer field offices around the state range in size and complexity and may require support for specialized software and equipment as well as complex network, video conferencing and Audio/Video equipment in conference rooms and training labs.

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 user support services. This position requires occasional lifting and moving of equipment weighing up to 50 pounds. Work may be performed in highly complex and secured environments including prisons, mental health institutions and development facilities.

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.

Provides advanced onsite and remote end user hardware, software and application support for devices including: desktops, laptops, tablets. phones, printers, scanners, Audio/Video units, fax units and associated peripherals in customer offices statewide including highly complex and secured prisons, mental health
institutions and developmental facilities. Performs installation, configuration, break/fix, troubleshooting, repair and decommissioning tasks. Performs basic and advanced Local Area Network troubleshooting of network routers, switches, hubs and cabling. Assists with Active Directory administration of user and computer objects. May travel throughout the domiciled region as needed or infrequently around the state as needed.

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. Identifies opportunities for improvement of services and operations and makes recommendations to supervisory staff. Participates in large scale software and hardware deployment projects. May act as a team leader on project initiatives. Utilizes ticketing system to receive work orders and to log all services provided and hours worked. Documents solutions for issue and problem resolution.

May participate in scheduled on-call rotation to provide after-hours support. Develops knowledgebase content, technical procedure documentation, technical operating run books and technical user guides. Provides knowledge transfer and training for lower level technical services staff. Participates in continuing education and skills growth training related to end user support tasks. Participates in meetings with supervisors, technical and program office staff. 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.

Performs all other tasks, special projects, analysis, studies, and plans as directed.