It Statewide Systems Support Engineer ; Euc Wh

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. Req.
217822.

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.

Incumbent of this position reports to the EUC IT Manager 2. EUC is the first point of contact for all statewide IT incidents, issues, and requests from more than 30,000 users and devices in 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.

Incumbent of this position is responsible for field office technical support of advanced devices in the assigned region. The hardware to be supported may be specialized or complex and includes various types of network devices, servers, Audio/Video components and associated peripherals in addition to desktop and end user devices. 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 floor to waist lifting, waist to shoulder lifting, and shoulder to overhead lifting of equipment up to 50 pounds.

Duties may be performed in highly complex and secured environments including prisons, mental health institutions and developmental facilities.

• Overseeing the state’s capital construction program
• Working to provide state and federal grants for community development
• Development of the state budget
• Providing technology services
• Giving agencies guidance in the state purchasing and contracting process as they seek goods and services
• 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.

Provides technical design services for a statewide information technology end user function at the enterprise level. May serve as a technical lead for designing and providing training to personnel on highly complex end user services and technologies. Documents solutions for issue and problem resolution for future knowledge base needs. Responsible for creation of project documentation, end user messaging information and end…