The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. Req. 222640
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 incumbent of this position reports to the EUC IT Manager 2. EUC is the primary point of contact for all statewide IT incidents, issues, and requests from over 30,000 users and devices across more than 720 locations. EUC services are divided into 5 core areas of concentration, including Field Operations, Advanced Remote Support, End User Technology, Incident and Ops Management, and Comm and Network Services. All work tasks are assigned and monitored through the service management ticket system.
The incumbent will need to be travel authorized to drive a state and/or personal vehicle to support OTS customer offices throughout the domiciled region and may travel frequently to OTS customer offices around the state to provide technical support services. This position requires occasional to frequent lifting of equipment weighing up to 50 pounds, from floor to waist, waist to shoulder, and shoulder to overhead heights. Duties may be performed in highly complex and secure environments, including prisons, mental health institutions, and developmental facilities.
The Division of Administration is the state government’s management arm and the hub of its financial operations. Division offices perform a wide variety of activities, including the following:
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Overseeing the state’s capital construction program
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Working to provide state and federal grants for community development
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Development of the state budget
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Providing technology services
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Giving agencies guidance in the state purchasing and contracting process as they seek goods and services
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Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes
Seven years of experience in information technology; OR
Six years of full-time work experience in any field plus five years of experience in information technology; OR
An associate's degree in information technology plus five years of experience in information technology; OR
A bachelor’s degree plus five years of experience in information technology; OR
A bachelor’s degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus four years of experience in information technology; OR
A master’s degree plus four years of experience in information technology.
EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.
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.
The official job specifications for this role, as defined by the State Civil Service, can be found here.
Job Duties:
Provides technical design services for a statewide information technology end-user function at the enterprise level.
Acts as a technical support subject matter expert for staff and other functional areas of OTS.
Provides feedback to customers concerning advanced technical incidents.
Surveys customer technical and business process information gathering and performs analysis to prepare for system implementations or software changes.
Provides end-user support through information updates, creation and tracking of service requests, and performing advanced hardware and software troubleshooting tasks.
Performs local area network troubleshooting with assistance from engineers for network routers, switches, and cabling.
Responsible for evaluating workload and ticket status, assigning tasks, and monitoring various daily operating functions, including interaction with the user and the vendor community, recording requests for assistance from users, and tracking and solving user problems from recognition to resolution.
Oversees the performance of second-level and third-party support activities, including incident and problem determination and resolution to ensure defined Service Levels are being met.
Acts as a project leader for hardware and software deployments and changes to establish requirements, timeline, resources, costs, and overall plans.
Leads highly complex projects pertaining to end-user technologies.
Performs all other tasks, special projects, analysis, studies, and plans as directed.
Position-Specific Details:
Appointment Type: This vacancy will be filled by promotion of a current permanent status Office of Technology Services employee. A permanent status employee may be required to serve a new probationary period in lieu of promotion.
Career Progression: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Systems Support Engineer 1 or 2.
Louisiana is a "State as a Model Employer" for People with Disabilities.
- You must include all relevant education and experience on your official State application. Job Experience cannot be added at a later time.
- You must describe your actual Job Duties, as you will not be qualified based on Job Title alone. Job Duties cannot be added at a later time.
- Work experience left off your electronic application is not eligible to receive credit.
How To Apply:
No Civil Service test score is required in order to be considered for this vacancy.
Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page.
- Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete. You must describe your actual Job Duties, as you will not be qualified based on Job Title alone. Job Duties cannot be added at a later time; work experience left off your electronic application is not eligible to receive credit.
Prior to a new hire, a background check, including criminal record history, will be conducted. Information from the background check will not necessarily preclude employment, but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on 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.
For further information about this posting, please contact:
Erica R. Gay
HR Specialist
Division of Administration/Office of Human Resources
Email:
[email protected] 