IT Technical Support Analyst 1,2,3

Do you enjoy being a self-driven technical support analyst, love what you do and want to make a difference?

Come join us.  At TRSL, we give back to our state's teachers by providing retirement security and excellent service. You will join an open and collaborative team which uses the latest technologies. You will enjoy a lot of autonomy in the IT department and assist in deciding how projects will be executed. From day one, we will train you, we will challenge you and we will give you opportunities to grow to become a top rate technical leader.

Why work for TRSL?

• Service

• All Louisianans have benefited from teachers that inspire and encourage us. At TRSL we give back to our state's teachers by providing retirement security and excellent service.

• Culture

• We value and support employees through open communication, professional development, recognition, and by creating a sense of community.

• Growth

• TRSL encourages professional growth in a number of ways including professional development plans and career progression groups through SCS. We also offer financial assistance for professional certifications and postsecondary/graduate-level courses.

• Benefits

• TRSL offers a generous benefits package including: a defined benefit pension plan, health insurance that is also available post-retirement, at least 10 paid holidays, sick and annual leave that rolls over from year to year, paid or time off accrued for hours worked over 40 per week, a deferred compensation plan, a flexible benefits plan, alternate work schedules, work from home, etc. Work from home may be an available benefit for certain TRSL positions upon meeting the requirements of TRSL's telework policy.

• Location

• TRSL is conveniently located near the I-10 / I-12 split on Essen Lane, away from the congestion of downtown Baton Rouge.

This vacancy may be filled as a Probation, Promotion, or Detail to Special Duty. Current classified permanent status employees may be required to accept a Probational Appointment.

This position has a Special Entrance Rate (SER) at each level:

The IT Technical Support Analyst 1 (TS-311) has a starting rate of: $1,916.80 (bi-weekly)

The IT Technical Support Analyst 2 (TS-312) has a starting rate of: $2,037.60 (bi-weekly)

The IT Technical Support Analyst 3 (TS-313) has a starting rate of: $2,166.40 (bi-weekly)

This position participates in a Career Progression Group (CPG) and can be filled from this recruitment as an IT Technical Support Analyst 1, IT Technical Support Analyst 2 or IT Technical Support Analyst 3 depending on level of experience of the selected applicant.  Please click each job title above to review specific information on the salary range, minimum qualifications and job concepts.

Summary of Duties

This position is responsible for setting up, configuring and troubleshooting servers in network components across multiple datacenters.  Configures server security for users and the network, as well as internal and external network upgrade, installation, and establishing procedures for deployment. Provides maintenance support and troubleshooting on Imaging/workflow, phone system and application servers, virtual machine servers, file servers including the main Storage Area Network, report servers and web servers. Manages backups for all servers including database servers. Consults with Information Technology Technical Support Supervisor, vendors, and technical support groups to report and resolve system application problems, inhouse program problems, network issues, client/server issues, involving all areas of technical support. Addressing security related issues and vulnerability mitigation through patching, upgrade and proactively monitoring logs and alerts. Support Disaster Recovery site and technologies as required, remotely and onsite. Ensures IT system production jobs continue to run on a daily basis and according to set schedules. Work on print and sealing jobs for payroll checks, Member statement and other print jobs.

Ideal Candidate

• Continuous learner, takes initiative, and understands what it takes to get outstanding customer satisfaction

• Ability to handle multiple complex projects simultaneously

• Demonstrated ability to work effectively across all teams

• Analytical mindset with a focus on problem-solving and results-driven decision-making

• Work effectively across multiple teams

• Focus on delivering good quality products

• Excellent verbal and written communication skills

• Excellent technical (e.g., systems design) and/or analytical skills.

• Energetic - brings enthusiasm and direction to the team

• Driven - works with a sense of urgency in all tasks

• Achievement-oriented - enjoys taking on challenges

• Works well as a member of a team or group

• Someone who is dependable and can be counted on

• Ability to work on virtual servers, next generation firewalls and latest data backup technology

• Ability to work on the latest OS server versions

• Attention to detail to conduct data center operations

How to Apply

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.

Applications submitted without the education and/or work experience sections completed will be considered incomplete and will not be considered. Resumes will not be accepted in lieu of an application listing complete work experience and education.

Applicants who are qualifying for the position based on college training or receipt of a baccalaureate degree should attach a copy of their college transcript to their online application in order to verify credentials.  Transcripts may also be faxed, mailed, or emailed to the contact information below and must be received by the closing date of this posting. An official transcript is required upon hire.

Applicants with international degrees must provide an equivalency evaluation and a copy of their transcript at the time of application. The equivalency evaluation and transcript can be added as an attachment to your online application or may be faxed, mailed, or emailed to the contact information below and must be received by the closing date of this posting.

For recruitment purposes, applicants who are within 90 days of graduating by August 2024, with a bachelor's degree may be eligible for this position. 

For further information about this vacancy contact:

Sarah Templet

• Human Resources

Teachers' Retirement System of Louisiana

P.O. Box 94123

Baton Rouge, LA 70804

Ph: 225-922-2659

Fax: 225-922-2579

Email: sarah.templet@trsl.org    

To view and apply to any of our other postings we currently have available, click HERE.

Applicants with international degrees must provide an equivalency evaluation and a copy of their transcripts at the time of application.

All prospective new hires will be subject to employment eligibility verification via the federal government's   E-verify system.

TRSL is an Equal Opportunity Employer and complies with the Americans with Disabilities Act. 

MINIMUM QUALIFICATIONS:

A baccalaureate degree plus one year of experience in information technology.

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.

4.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, mathematics, telecommunications, or computer information systems will substitute for up to one year of required experience.

5.A master's degree will substitute for up to one year of the required experience.

NOTE:

Multiple specialized degrees and/or master's degrees will substitute for a maximum of one year of required experience.

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 analyses relative to technical support activities that are outside of the scope of the Office of Technology Services.

LEVEL OF WORK:

Entry.

SUPERVISION RECEIVED:

Close from an IT Supervisor or IT Manager. Other reporting relationships may be approved by SCS.

SUPERVISION EXERCISED:

May provide guidance to lower-level personnel.

LOCATION OF WORK:

State agencies with information technology functions that are outside of the scope of the Office of Technology Services.

JOB DISTINCTIONS:

Differs from other information technology jobs by the presence of tasks relative to technical support activities that are outside of the scope of the Office of Technology Services.

Differs from IT Technical Support Analyst 2 by the absence of experienced-level tasks relative to technical support activities that are outside of the scope of the Office of Technology Services.

EXAMPLES BELOW ARE A BRIEF SAMPLE OF COMMON DUTIES ASSOCIATED WITH THIS JOB TITLE. NOT ALL POSSIBLE TASKS ARE INCLUDED.

Performs a variety of technical support activities that may include end user support, networking support, database infrastructure support, applications support, etc.

Performs configuration, troubleshooting, etc. using standardized procedures for information technology hardware and/or software.

Provides remote and/or onsite support to resolve technical support requests. Provides technical support for PC desktops, laptops, tablets, cellular phones and other state-issued technical equipment.

Sets up new devices and resolves issues using standardized procedures. Refers complex issues to higher-level technical support professionals as needed.

Assists in maintaining inventory of information technology assets by running and reviewing reports, preparing requisitions, and coordinating deliveries. May also scan service tags of equipment, enter data in the asset management system and participate in onsite validation of property.

Performs network and application performance monitoring; resolves problems using standardized procedures.

Updates statuses of technical support work orders in the appropriate system(s).Assists in training end users on supported technologies; may also provide training to lower-level information technology associates as needed.