IT Statewide Technical Support Analyst 1-3 (Ad/Sh)

The Division of Administration/Office of Technology Services has a vacancy.  This position is located in the End User Computing Section. Req. 196122

This vacancy will be filled by new hire or by promotion of a current permanent status classified employee.

Louisiana is a "State as a Model Employer" for People with Disabilities.

This vacancy participates in a career progression group and may be filled from this recruitment as a IT Statewide Technical Support Analyst 1 (TS-308), IT Statewide Technical Support Analyst 2 (TS-309), or IT Statewide Technical Support Analyst 3 (TS-310) depending on the level of experience of the selected applicant. The maximum salary for the IT Statewide Technical Support Analyst 3 is $78,624. Please refer to the "Job Specifications" tab located at the top of the LA Careers "Current Job Opportunities" page of the Civil Service website for specific information on salary ranges, minimum qualifications and job concepts for each level.

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.

No Civil Service test score is required in order to be considered for this vacancy.

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. Further status message information is located under the information section of the Current Job Opportunities page.

Resumes WILL NOT be accepted in lieu of completed education and experience sections on your application.   Applications may be rejected if incomplete.

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:

Erica R. Gay

HR Specialist

Division of Administration/Office of Human Resources

 email: Erica.Gay@la.gov           

MINIMUM QUALIFICATIONS:

A baccalaureate degree.

SUBSTITUTIONS:

1.An associate's degree in information technology will substitute for the baccalaureate degree.

2.Two years of experience or training in information technology will substitute for the baccalaureate degree.

Candidates without a baccalaureate degree may combine experience or training in information technology and college credit to substitute for the required baccalaureate degree as follows:

30 to 59 semester hours credit will substitute for six months of experience or training in information technology towards the baccalaureate degree.

60 to 89 semester hours credit will substitute for one year of experience or training in information technology 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 towards the baccalaureate degree.

A maximum of 90 semester hours may be combined with experience or training in information technology to substitute for the baccalaureate degree.

3.Six years of full-time work experience in any field may be substituted for the required baccalaureate degree.

Candidates without a baccalaureate degree may combine work experience in any field and college credit to substitute for the baccalaureate degree as follows:

30 to 59 semester hours credit will substitute for one year of experience towards the baccalaureate degree.

60 to 89 semester hours credit will substitute for two years of experience towards the baccalaureate degree.

90 to 119 semester hours credit will substitute for three years of experience towards the baccalaureate degree.

120 or more semester hours credit will substitute for four years of experience towards the baccalaureate degree.

A maximum of 120 semester hours may be combined with experience to substitute for the baccalaureate degree.

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.

NOTE:

Any college hours or degree must be from an accredited college or university.

FUNCTION OF WORK:

To provide technical support services for a statewide information technology end user function.

LEVEL OF WORK:

Entry.

SUPERVISION RECEIVED:

Direct from a higher-level IT Statewide professional with assigned supervisory responsibilities. May also receive supervision on a project basis from other IT Statewide professionals. Other reporting relationships may be approved by SCS.

SUPERVISION EXERCISED:

None.

LOCATION OF WORK:

Division of Administration, Office of Technology Services

JOB DISTINCTIONS:

Differs from other IT Statewide jobs by the presence of technical tasks in support of a statewide information technology end user function such as technology deployment, systems technology, telecommunication services, training services, field operations, network services, network operations, service operations, provisioning services, consumer communications, etc.

Differs from IT Statewide Technical Support Analyst 2 by the absence of independence in performing basic technical tasks in support of a statewide information technology end user  function.

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 an IT Statewide Systems Support Engineer and provides technical support for the statewide Service Desk as part of the Incident and Operations Management section in End User Computing. 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: Incident and Operations Management, Field Operations, Enterprise Communications, Advanced Remote Support, and End User Technology.

The Technical Support Analyst is responsible for responding to requests and resolving problems that are reported via the phone, email, and the service management ticketing system. Provides customer updates and account management in addition to basic support for state issues and authorized end user hardware, software, and applications for OTS customer devices and associated peripherals. The incumbent may fully resolve and complete user requests as well as coordinate with other support staff to troubleshoot and resolve problems.

70% Acts as the first point of contact to provide end user support through information updates, creation and tracking of service requests, and performing basic hardware, software, and applications troubleshooting tasks following standardized procedures. Performs user and system account management tasks such as resetting passwords and updating user information.

Provides answers to user questions about basic usage of software packages, hardware, and applications. May perform advanced password resets. Assists in the installation, maintenance, and configuration of standard software and applications. May function as a liaison to L2 teams.

15% Performs escalations of incidents and requests to higher level teams. Assists in identifying opportunities for improvement of services and operations and makes recommendations to supervisory staff.

May participate in large-scale software and hardware deployment projects. May act as a team leader on project initiatives. Documents solutions for issue and problem resolution.

10% May participate in scheduled on-call rotation to provide after-hours support. May assist in developing knowledge base content, technical procedure documentation, and technical user guides.

Participates in continuing education and skills growth training related to end user support. Participates in meetings with supervisors, technical and program office staff including statewide emergency preparedness and response planning and support activities.

5% Performs all other tasks, special projects, analysis, studies, and plans as directed.