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IT STATEWIDE SYSTEMS SUPPORT ENGINEER 1,2 (EUC AP)

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IT STATEWIDE SYSTEMS SUPPORT ENGINEER 1,2 (EUC AP)

Salary

Depends on Qualifications

Location

Baton Rouge, LA

Job Type

Promotion

Job Number

OTS 102325 ERG

Department

Division of Administration-Office of Technology Services

Opening Date

10/23/2025

Closing Date

10/28/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

About this Job

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. Req. 213895

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 IT Statewide Director responsible for the Level 2 Advanced Remote Support unit within 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, Communications and Network Services, Advanced Remote Support, and End User Technology. Incumbent of this position is responsible for the Level 2 desktop support services for the OTS Enterprise Service Desk.

The Division of Administration is the state government’s management arm and the hub of its financial operations. Division offices perform a wide variety of activities including the following:

+ 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

Minimum Qualifications

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.

Job Specification

The official job specifications for this role, as defined by the State Civil Service, can be foundhere (https://apps01.civilservice.louisiana.gov/onestopjobinfo/DisplayJobSpec.aspx?JobCode=174820) .

Job Duties and Other Information

Job Duties:

-Directly responsible for supervising personnel and activities of 2nd level IT Statewide Technicians by assigning tasks and monitoring various daily operating functions including interaction with the user and the vendor community, recording requests for assistance from users, and tracking and solving user problems from recognition to resolution. Oversees the performance of second level and third party support activities, including incident and problem determination and resolution to ensure defined Service Levels are being met. Responsible for supervising the team tasked to be the escalation point for Level 1 incidents. Tasked with providing guidance to technicians on direction for the unit procedures and processes. Coordinates interaction with higher-level technical support staff from other OTS teams.

Coordinate with all areas of OTS to ensure procedures are in place to provide second level computer support. Ensures that some second level support activities will be used to aid in providing specialized or third level support provided by other OTS teams. Responsible for the technical design of forms based incident and service request tickets as well as ticket and work order workflows between customers and Level 2 teams. Responsible for the design and administration of the Level 2 Automatic Call Distribution system used for taking incident calls.

-Acts as the team’s subject matter expert for staff and other functional areas of OTS. Provides advanced technical services for user support activities to provide recommendations for the optimal utilization of the information technology resources by OTS’ customers. Oversees the administration of complex user accounts in the Impact application. Coordinates technical meetings with 3rd parties to review computer, software, and network issues. Provides guidance, training and coaching for staff to improve skills and performance. Assists with resolving daily issues as needed when problems arise or when increases in staff workload negatively impacts service levels. Assists with the administration of the teams’ systems, utilities, and tools by installing software, configuring the application, and maintaining the user accounts. Develops and documents procedures, processes, and knowledge articles as a support reference for staff. May function providing supervisory support for all other areas of the Advanced Remote Support unit.

-Tasked with all levels of support, including expert level, for: hardware troubleshooting, software troubleshooting, network troubleshooting and application troubleshooting support for devices including laptops, tablets, phones, printers, scanners, audio video units, fax units and associated peripherals. Performs trend, root cause analysis, and research and then makes recommendations to management to possibly lead in the change implementation. Responsible for being the first level of escalation for your team, for your team’s coordination efforts with contractors, and for your team’s on call support activities. Responsible for service ownership of the Executive VIP process. Tasked with having functional technical knowledge to support and assist other teams in the Advanced Remote Support unit.

-Advises higher-level management on issues and problems that are discovered through the monitoring of the unit’s activities. In the Supervisor’s absence participates in IT Management meetings and meetings that require Advanced Remote Team Staff representation. Develops and implements a proactive response process so that problems can be correctly detected and solutions are identified as early as possible. Takes the lead with defining the daily operations strategy and recommends procedures for team operations. Tasked with providing input and making recommendations into the future strategic planning of the Advanced Remote Support unit. Produce regular analytical metric reports of the team and the employee’s performance. Participates in meetings with managers, supervisors, technical, and program office staff.

-Completes continuing education, supervisory training, and skills growth training to expand technical, software, and troubleshooting knowledge related to end user support tasks. Conducts staff Performance Planning and Evaluations and responds appropriately and timely to positive and negative areas of performance. Coordinates staff schedules and approves and disapproves leave. Oversees the onboarding and training of new employees. Identifies opportunities for improvement of services and operations and makes recommendations to supervisory staff. Participates in statewide emergency preparedness and response planning and support activities. Performs all other tasks, special projects,

Position-Specific Details:

Appointment Type: This vacancy will be filled by promotion of a current permanent status Office of Technology Services employee. A permanent status employee may be required to serve a new probationary period in lieu of promotion.

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

Career Progression: This vacancy participates in a career progression group and may be filled from this recruitment as a IT Statewide Systems Support Engineer 1 or 2.

How To Apply:

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.

*Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete.

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.

For further information about this posting, please contact:

Erica R. Gay

HR Specialist

Division of Administration/Office of Human Resources

Email: [email protected]

Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity tomake a differencethrough 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:

Insurance Coverage More information can be found at https://info.groupbenefits.org/

Parental Leave– Up to six weeks paid parental leave

More information can be found athttps://www.civilservice.louisiana.gov/Parental-Leave/Default.aspx

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). LASERS has provided this video (https://lasersonline.org/wp-content/uploads/2016/07/Your\_Retirement\_System.mp4) to give you more detailed information about their system

+ Teacher's Retirement System of Louisiana (www.trsl.org),

+ Louisiana School Employees Retirement System (www.lsers.net), among others

01

Are you a current permanent Office of Technology Services employee?

+ Yes

+ No

02

Please describe your experience managing a service desk, help desk, or call center environment. Reply with NA if Not Applicable.

03

Please describe your experience providing IT Support to customers and end users. Reply with NA if Not Applicable.

04

Please describe your experience providing customer service. Reply with NA if Not Applicable.

Required Question

Employer

State of Louisiana

Address

For agency contact information, please refer to

the supplemental information above.

Louisiana State Civil Service, Louisiana, 70802

Phone

(866) 783-5462

Website

http://agency.governmentjobs.com/louisiana/default.cfm

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