State of Louisiana · 2 days ago
IT STATEWIDE SYSTEMS SUPPORT ENGINEER 1,2 (EUC ZL)
Houma-Thibodaux Area
Full-time
Onsite
Mid, Senior Level
4+ years expThe State of Louisiana's Office of Technology Services is seeking an IT Statewide Systems Support Engineer to provide technical support and design services for statewide end user functions. The incumbent will be responsible for managing technical incidents, supporting advanced devices, and ensuring compliance with operational standards across multiple locations.
Government Administration
Responsibilities
Provides technical design services for a statewide information technology end user function at the enterprise level
May serve as a technical lead for designing and providing training to personnel on highly complex end user services and technologies
Documents solutions for issue and problem resolution for future knowledge base needs
Responsible for creation of project documentation, end user messaging information and end user training guides
Acts as a technical support subject matter expert for staff and other functional areas of OTS
Conducts and participates in meetings with management, technical and program office staff
Identifies opportunities for improvement of services and operations, designs implementations, and makes recommendations to management staff
Assists with defining the daily operations strategy and recommends procedures for field operations
Provides feedback to customers concerning advanced technical incidents
Surveys customer technical and business process information gathering and performs analysis to prepare for system implementations or software changes
Technically leads user and system testing of new or changed software and hardware settings and configuration
Provides end user support through information updates, creation and tracking of service requests, performing advanced hardware, and software troubleshooting tasks
Performs user and system account management tasks such as resetting passwords, updating user account information, tracking, and updating assigned asset information
Performs local area network troubleshooting with assistance from engineers for network routers, switches, and cabling
May direct daily work of personnel
Responsible for evaluating workload and ticket status, 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
Coordinates with higher-level technical support staff across the OTS teams
Ensures DOA and OTS policies and procedures are being followed by all staff
Ensures OTS standard baseline configuration settings are adopted and applied for all applicable customer devices
Ensures regional operations meet OTS operational standards and performance expectations
Regularly evaluates and reports performance metrics to ensure service levels are being achieved across the customer base
Performs mobile device management enrollment and configuration design and deployment
Acts as a project leader for hardware and software deployments and changes to establish requirements, timeline, resources, costs, and overall plans
Leads highly complex projects pertaining to end user technologies
Participates in planning, coordination, and activation of staff and resources in support of emergency operations during disaster events around the state
Participates in continuing education and skills growth training related to end user support tasks
Performs all other tasks, special projects, analysis, studies, and plans as directed
Qualification
Required
Seven years of experience in information technology
Six years of full-time work experience in any field plus five years of experience in information technology
An associate's degree in information technology plus five years of experience in information technology
A bachelor's degree plus five years of experience in information technology
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
A master's degree plus four years of experience in information technology
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
Benefits
Insurance Coverage
Parental Leave – Up to six weeks paid parental leave
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
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).
Company
State of Louisiana
Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity to make a difference through public service.
10001+ employees
H1B Sponsorship
State of Louisiana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (3)
Funding
Current Stage
Late StageLeadership Team
Chancellor Donald, M.D.
Chief Medical Officer
Chase Hymel
Chief Information Security Officer (CISO)
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