Information Technology Technical Support Specialist 1, 2, 3 (OTS/EUC) Information Technology Technical Support Specialist 1, 2, 3 (OTS/EUC) Salary Depends on Qualifications Location Baton Rouge, LA Job Type Classified Department Division of Administration-Office of Technology Services Job Number OTS 062218b BB Closing 6/27/2018 11:59 PM Central * Description * Benefits * Questions Supplemental Information The Division of Administration/Office of Technology Services/End User Computing has a vacancy. (Req. 104309) This vacancy participates in a career progression group and may be filled from this recruitment as an Information Technology Technical Support Specialist 1 (TS-310), Information Technology Technical Support 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. A criminal history check will 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 by selecting the 'Applications' link after logging into their account. Below are the most common status messages and their meanings. Application received- Your application has been submitted successfully. Evaluating experience- Your application is being reviewed to ensure you meet the minimum qualifications for the position. Minimum Qualification Review See History Click the History link for the results of your application review. Passing candidates will designate as "Pass". Failing candidates will designate as "Fail". Eligible for consideration- You are among a group of applicants who MAY be selected for the position. Eligible Pending Supplemental Qualification Review- Only candidates meeting the supplemental qualification will be eligible for referral. Referred to hiring manager for review- Your application has been delivered to the hiring manager. You may or may not be called for an interview. Position filled- Someone has been selected for the position. Position canceled- The agency has decided not to fill the position. The State of Louisiana only accepts online applications. Paper applications will not be accepted. Computer access is available at your local library, at local Louisiana Workforce Commission Business Career Solutions Centers (Download PDF reader), and at the State Civil Service Testing and Recruiting Center at 5825 Florida Boulevard, Room 1070, Baton Rouge, LA 70806. If you require an ADA accommodation, please contact our office at (225) 925-1911 or Toll Free: (866) 783-5462 during business hours for additional assistance. (Please note: Libraries and LWC centers cannot provide in-depth assistance to applicants with limited computer skills; therefore, we suggest that such applicants have someone with computer proficiency accompany them to these facilities to assist with the computer application process. Also, no State Civil Service employees are housed at the libraries or LWC centers to answer specific questions about the hiring process. Such questions should be directed to the State Civil Service Testing and Recruiting Center at the phone numbers above or by visiting the office on Florida Blvd. where assistance is available. Information is also provided on our job seeker website at https://jobs.civilservice.louisiana.gov). 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 this posting, please contact: Brandon Blanchard HR Supervisor Division of Administration/Office of Human Resources email: brandon.blanchard@la.gov 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 This Office of Technology Services (OTS) position is an expert-level technical specialist position used for support of multiple complex, multi-agency local, metropolitan, and wide area networks under OTS's responsibility. The primary focus of this position will be monitoring of all OTS network systems as a member of the Network Operations Center {NOC) team. The incumbent will use advanced monitoring tools to provide current and accurate network state information to other Network groups as requested and to proactively report anomalies and trends to the appropriate operational groups. The NOC team will also manage processes/procedures and lead documentation efforts for the Enhanced Network Services team as well as perform periodic configuration and procedure auditing. The incumbent may participate in or lead network projects and may functionally supervise other specialists on a project or daily operations basis. Regular interaction with other OTS and State Agency personnel, vendors of communications and network management software and hardware and services, and end users will be expected. This position will require the incumbent to develop and maintain advanced knowledge of network technologies, and routing, switching, and security data communications architectures. Advanced working knowledge of router/switch/network security software and hardware, network management software and hardware, and local and wide area telecommunications facilities, and the ability to make changes independently will also be required. The incumbent may be required to participate in an on-call rotation, and this position is eligible for on-call pay. Monitor network operations and services. This includes, but is not limited to the following: Group primarily responsible for monitoring the operation of the state network for performance, fault, and change management. Reacting to detected problems and ensuring system configurations are backed up for quick recovery from device failures. Also includes monitoring of some server and application operations and performance that impact customer experience and network access such as DNS, DHCP, VoIP. Processes all mainframes, server, and web production systems. Work Incident and Problem Management cycles and escalations. Participate in customer satisfaction index. Deliver Service Transition services. Document network operations procedures, conduct quality controls, and audit network implementations to assure it follows the standards. This includes, but is not limited to the following: Interact with other OTS and State Agency personnel, vendors of communications and network management software and hardware and services, and end users will be expected. Work with leads on quality improvement Document tasks for standard installation, testing, provisioning tasks, device configuration templates, scripts for problem handling and incident responses. Also provide information and status to OTS Executive staff. Service impact announcements/notifications (via emails or phone). Review and report on systems, configurations. Audit for standards compliance. Need to develop 'run books' or scripts and procedures about what to do for various situations. How to respond to detected events, who to info, etc. Submit and review KB articles Perform routine tasks, special projects, analysis, studies, and plans as directed. 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, mainframe, server, and web production systems. Continuous learning and development of technical skills. 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 this video to give you more detailed information about their system. 01 Do you have experience creating and communicating incident management, problem management, and process improvement documents? * Yes * No 02 Please describe your experience creating and communicating incident management, problem management, and process improvement documents. If this does not apply to you, enter N/A. 03 Describe your level of experience with network monitoring tools such as stablenet, solarwinds, etc. If this does not apply to you, enter N/A. 04 Describe your level of experience with supporting network infrastructure. If this does not apply to you, enter N/A. 05 Describe your level of experience analyzing bandwidth and utilization reports. If this does not apply to you, enter N/A. Required Question Agency 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