IT Statewide Technical Support Analyst 1-3 (Cm)

Supplemental Information

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. Req. 193158

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 Analyst2 (TS-309), orIT Statewide Technical Support Analyst3 (TS-310) depending on the level of experience of the selected applicant. The maximum salary for theIT Statewide Technical Support Analyst3 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 scoreis 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 thisposting, please contact:

Erica R. Gay

HR Specialist

Division of Administration/Office of Human Resources

email:Erica.Gay@la.gov

Minimum Qualifications

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.

Job Concepts

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.

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.

Incumbent of this position reports to the EUC IT Statewide Systems Technician 3 and is a technical lead position with a primary focus on voice communication systems such as ISDN, Centrex, SIP, Hosted VoIP (unified communications), PBX, Paging, Key Systems projects statewide. Secondary focus on Automated Call Distribution (ACD), Integrated Voice Response (IVR) systems and Hosted IP Contact Centers. Serves as a technical lead in support of a statewide information technology end user function.

25% Meets with agency officials to determine telecommunications needs assessment for PBX and/or Key System upgrade or replacement and recommend the most cost effective and efficient method for upgrading or replacing the agency's telecommunications equipment and/or services. Develop detailed cost analysis and design of telecommunications offerings relating to PRI, SIP Trunking, and Hosted VoIP services. Oversees the installation, implementation, and end-user training of PBX and/or Key System upgrades.

20% Reviews and analyze the nature of agencies' requests concerning their Digital Centrex service, ISDN and PBX systems.

Recommend and implement changes to new and existing service.

Design system configuration for processing through OTM order entry and dial tone vendor. Work with agency and vendor through completion of request. Review and approve agencies' ISDN equipment purchases.

10% Conducts Telecommunication Efficiency Utilization Audits. Telecommunications local services, inventory, and long distance usage costs associated with telecommunications equipment, maintenance contracts, and wireless /cellular services are analyzed for potential cost savings.

10% Meets with agency management to determine telecommunications needs assessment regarding other Centrex Service applications. Develop detailed cost analysis and design of telecommunications offerings relating to Centrex, and SDN Services. Perform installation, implementation, and training of ISDN Digital Electronic Business Sets, Aastra Business Sets, ISDN Consoles, Uniform Call Distribution Systems/Automated Call Distribution (ACD) Systems, and Wireless Services.

5% Approves vendor/contractor recommendations for upgrades to existing PBX and/or Key Systems or services that will improve performance in state agencies' telecommunications systems or services, correcting deficiencies or increasing operational efficiencies through additions or reconfigurations of equipment hardware or software; or that will expanding capacities needed for system growth.

5% Provides Tier II Level supports to the OTS EUC Help Desk regarding technical problems with the following communications Services such as: ISDN configurations and/or equipment; Automated Call Distribution (ACD), Primary Rate Interface (PRI), Session Internet Protocol (SIP) Trunking, Hosted VoIP equipment, Hosted VoIP (Unified Communications, Contact Centers, etc.) Services.

Consults with agency, service providers, vendors, regarding trouble resolution. Supports Network Orders Provisioning regarding feature resolution, resolve system problems and design of Digital Services. Provides customer support using standardized procedures, such as password resets and account unlocks on communication systems.

Research requests and provide appropriate response or escalate manager. Receive calls from user agencies for support in emergency situations concerning their Digital Centrex Service.

5% Receives training from Manager and Senior Technical Analysts and by attending national industry meetings and by attending webinars; maintains professional contact with industry peers; reads technical documentation. Provides training on end user communication services such as, key systems, PBX systems, ACD, Auto Attendants, and Voice over IP services.

5% Manages assigned projects and services as the interface/liaison/coordinator between the agency and service/equipment providers. Responsible for project status reporting, problem notification, escalation, and resolution, project completion and acceptance.

Performs data entry following standardized procedures to capture and update information in ticket and other management used for daily operations. Deploys end user devices following standardized procedures, such as unbox devices, setup in offices and connect any peripheral equipment. Performs inventory control on new communication devices received, tags the equipment with a property asset tag, organizes the inventory in the storeroom and completes data entry in the inventory asset management database.

5% Responsible for the timely completion and quality assignment projects from the date of project assignment to close out. Report routine project status on a timely basis to OTS's Procurement Project Manager and any problems or delays immediately to the supervisor and to OTS's Procurement Manager.

Upon request, provide project information to your supervisor, OTS's Procurement Manager, Procurement Officer, Contracts Administrator, Procurement Manager, and others as necessary. Convey requested information utilizing project management skills and techniques and for knowing and utilizing OTS policies and procedures relating to project management.

5% May assist State agencies in securing Audio and Web Conferencing services. Assists in RFP development for Audio and Web Conferencing services; interacts with the Contractors as necessary.

Assists State agencies located in the Baton Rouge Capitol Complex in securing and troubleshooting the Legislative Feed from the House and Senate Chambers via the local COX Cable franchise. May provide 24/7 On-Call support for the section's services based on section's needs.

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