Goverment Jobs
Published
January 22, 2020
Location
Shreveport, Louisiana
Job Type

Description

Supplemental Information

The Division of Administration/Office of Technology Services (End User Computing-Field Operations)has a vacancy. (Req. #123953)

As part of a Career Progression Group, vacancies may be filled from this recruitment as an Information Technology TechnicalSupport Specialist1 (TS-310), Information TechnologyTechnicalSupport Specialist 2(TS-312) or Information Technology Technical Support Specialist 3 (TS-313). The maximum salary for the Information Technology Technical Support Specialist 3 is $89,960 annually.Please refer to the "Job Specifications" tab located at the top of the LA Careers "Current Job Opportunities" page for specific information on salary ranges, minimum qualification requirements and job concepts for each level.

This vacancy will be filled by new hire or by promotion of a current permanent status classified employee. There is no Civil Service written test requirement.

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

A criminal history check may be conducted on all new hires as well as 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.

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 a completed application. You must include all relevant education and experience on your official State application.

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:

Andrea Dixon
HR Specialist
Division of Administration/Office of Human Resources
email: [email protected]

Qualifications

MINIMUM QUALIFICATIONS:
A baccalaureate degree plus two years of professional level experience in information technology or electrical engineering.

SUBSTITUTIONS:
Two years of experience or training in information technology or electronic technician work will substitute for the baccalaureate degree.

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

A maximum of 90 semester hours may be combined with experience or training in information technology or electronic technician work to substitute for the baccalaureate degree.
30 to 59 semester hours credit will substitute for six months of experience or training in information technology or electronic technician work towards the baccalaureate degree.
60 to 89 semester hours credit will substitute for one year of experience or training in information technology or electronic technician work 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 or electronic technician work towards the baccalaureate degree.

College credit earned without obtaining a baccalaureate degree may be substituted for a maximum of one year and six months of experience or training in information technology or electronic technician work towards the baccalaureate degree. Candidates with 90 or more semester hours of credit, but without a degree, must also have at least six months of experience or training in information technology or electronic technician work to substitute for the baccalaureate degree.

An associate degree in computer science will substitute for the baccalaureate degree.

Verifiable experience in computer systems programming; or in systems, database, or network enterprise system support (hardware or software level) at a Louisiana State agency as a student worker enrolled in any baccalaureate degree program will substitute for a maximum of one year of the required professional experience on a month for month basis. A letter from the agency employing the former student must be submitted with the application and retained as part of the former student worker's record.

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, telecommunications, or computer information systems will substitute for one year of the required experience.

A master's degree in the above fields will substitute for one year of the required experience.

Specialized degrees will substitute for a maximum of one year of the required experience.

NOTE:
Any college hours or degree must be from a school accredited by one of the following regional accrediting bodies: the Middle States Commission on Higher Education; the New England Association of Schools and Colleges; the Higher Learning Commission; the Northwest Commission on Colleges and Universities; the Southern Association of Colleges and Schools; and the Western Association of Schools and Colleges.

Job Concepts

Function of Work:
To perform assigned tasks of increasing complexity in the installation, maintenance, and administration of software/hardware having department-wide impact for systems, database, or network for (LAN/WAN/Enterprise) system support.

Level of Work:
Experienced.

Supervision Received:
General supervision from higher-level Information Technology technical support personnel.

Supervision Exercised:
May exercise functional guidance to lower level technical support personnel on a project basis.

Location of Work:
May be used by all state agencies (Individual departments may restrict assignment of these duties to the Information Technology section.)

Job Distinctions:
Differs from Information Technology Technical Support Analyst by the presence of systems software programming responsibilities.

Differs from higher level Technical Support jobs by the performance of tasks in the software, network, or database area, which are limited in scope and diversity, but which require general programming skills; also distinguished by formal training in systems software, network, or database programming.

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 Technical Support Supervisor responsible for Enterprise Field Operations in the Baton Rouge Capitol Park and surrounding areas of the state. 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 including Standards and Governance, Field Operations, Enterprise Provisioning, Service Desk and End User Technology. Incumbent of this position is responsible for field office technical support of end user hardware, software and peripheral devices in the assigned region. All work tasks are assigned and monitored through the service management ticket system. The incumbent may travel to OTS customer offices throughout the domiciled region and may travel infrequently to OTS customer offices around the state to provide technical support services. This position requires occasional lifting and moving of equipment weighing up to 50 pounds.

30% May act as the first point of contact to provide end user support through information updates, creation and tracking of service requests, and performing basic or advanced hardware and software troubleshooting tasks. Performs user and system account management tasks such as resetting passwords and updating user information. Provides answers to user questions about basic and advanced usage of software packages . Performs installation, maintenance, and configuration of software and applications. Functions as a liaison with the end user and the vendor community. Utilizes ticketing system to receive work orders and to log all services provided and hours worked. Documents solutions for issue and problem resolution.

30% Provides basic and advanced onsite and remote end user hardware, software and application support for devices including: desktops, laptops, tablets, phones, printers, scanners, Audio Video units, fax units and associated peripherals in customer offices. Performs installation, configuration, break/fix, troubleshooting, repair and decommissioning tasks. Performs basic Local Area Network troubleshooting with assistance from higher level engineers for network routers, switches, hubs and cabling. Assists with Active Directory administration of user and computer objects. Travels throughout the domiciled region as needed or infrequently around the state as needed.

25% Participates in large-scale hardware and software deployment projects at locations within the region.
Participates in statewide emergency preparedness and response planning and support activities including
setting up temporary networks, computers and printers at shelters and other relocation sites. Coordinates and interacts with technical staff from other teams, third party contractors and manufacturers/vendors to perform device, software and application troubleshooting for resolution of issues and problems as needed.

10% Participates in scheduled on-call rotation to provide after-hours support. Participates in continuing education and skills growth training related to end user support tasks. Participates in meetings with supervisors, technical and program office staff. Identifies opportunities for improvement of services and operations and makes recommendations to supervisory staff.

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

Benefits
Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity to "make a difference" through public service. With an array of career opportunities in every major metropolitan center and in many rural areas, state employment provides an outstanding option to begin or continue your career.As a state employee, you will earn competitive pay, choose from a variety of benefits and have access to a great professional development program.
Flexible Working Arrangements ? The flexibility of our system allows agencies to implement flexible working arrangements through the use of alternative work schedules, telecommuting and other flexibilities.These arrangements vary between hiring agencies.
Professional Development - The Comprehensive Public Training Program (CPTP) is the state-funded training program for state employees. Through CPTP, agencies are offered management development and supervisory training, and general application classes on topics as diverse as writing skills and computer software usage.
Insurance Coverage ? Employees can choose one of several health insurance programs ranging from an HMO to the State's own Group Benefits Insurance program.The State of Louisiana pays a portion of the cost for group health and life insurance.Dental and vision coverage are also available. More information can be found at www.groupbenefits.org.
Deferred Compensation ? As a supplemental retirement savings plan for employees, the State offers a Deferred Compensation Plan for tax deferred savings.
Holidays and Leave ? State employees receive the following paid holidays each year: New Year's Day, Martin Luther King, Jr. Day, Mardi Gras, Good Friday, Memorial Day, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day and Christmas Day.Additional holidays may be proclaimed by the Governor. State employees earn sick and annual leave which can be accumulated and saved for future use.Your accrual rate increases as your years of service increase.
Retirement ? State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works). These retirement systems provide retirement allowances and other benefits for state officers and employees and their beneficiaries. State retirement systems may include (but are not limited to): Louisiana State Employees Retirement System (www.lasersonline.org), Teacher's Retirement System of Louisiana (www.trsl.org), Louisiana School Employees' Retirement System (www.lsers.net), among others. LASERS has provided thisvideo to give you more detailed information about their system.
01
Please list in detail your experience providing remote and onsite hardware and software technical support services for end user, network and server devices. If this does not apply to you, enter N/A.

    02
    Please list in detail your experience providing remote or onsite support, installation and maintenance of print system hardware and software. If this does not apply to you, enter N/A.

      03
      Please list any training or certifications that you possess related to hardware and software technical support services. If this does not apply to you, enter N/A.

        04
        Please list your total years of experience providing helpdesk and/or desktop support services. If you do not possess any experience, please enter N/A.

          05
          This position might require light travel within the region including the use of your own vehicle (reimbursable travel), will this be acceptable?

          • Yes
          • No
          06
          Please describe in detail your experience with cabling, patching, and troubleshooting LANs. If this does not apply to you, enter N/A.

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