IT Technical Support Analyst 1-3

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IT Technical Support Analyst 1-3

Salary

$3,895.00 - $7,011.00 Monthly

Location

Baton Rouge, LA

Job Type

Classified

Job Number

CRT-2025-204197-PW

Department

Culture Rec & Tourism-State Library

Opening Date

01/08/2025

Closing Date

1/22/2025 11:59 PM Central

• Description

• Benefits

Supplemental Information

This is a full-time position located at theState Library in Baton Rouge, LA.

About this position:

Position Summary:This position is in the State Library IT Department and provides front line desktop, application, and network support, as well as training and CE, for OSL staff, general public, and the 67 public library staff statewide. Works independently, or assists senior networking staff members with the installation, maintenance, troubleshooting, and administration of Local Area Networks/Wide Area Networks (LAN/WAN) at OSL and public libraries statewide. Handles all levels of support calls through calls, emails, etc., including onsite visits to libraries throughout the state.

15% - Front Line Support for State Library and Public Libraries

• Provides support for hardware and software helpdesk requests from State and public library staff members in a timely manner. Includes the tracking and reporting of the resolution as required, and ensuring open communications with the user throughout the repair process.

• Diagnoses and fixes problems related to IT hardware and software.

• Conducts IT site visits and writes reports and follow ups on visits.

• Maintains records of resolved support requests and provides and reports statistical analysis as requested.

25% - Network Installation and Administration for State Library and Public Libraries

• Performs network administration in Active Directory; creates user accounts and computer objects, sets permissions and assigns group memberships.

• Assists with Exchange Server administration for the State Library, and public libraries with Ex-change Server installed.

• Supports and administers backup solutions at the State Library.

• Assists with the installation, configuration, and maintenance of networked servers, computers, printers and other peripheral devices.

• Analyzes and diagnoses network security and performance issues, correcting them as needed.

• Maintains network and router configurations for the State Library and public libraries.

• Assists in diagnosis of network performance and other issues across statewide public library WAN.

• Assists and advises the State Library and the public libraries on the backup and security functions of the LAN/WAN while following standards set by the department supervisor.

• Advises and recommends appropriate hardware and software solutions for the LAN/WANs statewide for use in the State Library and public libraries while following standards set by the department supervisor.

20% - CE and Training

• Provides scheduled training to State Library staff members on a variety of technology-related subjects.

• Trains OSL staff members on software, hardware, systems, etc. Conducts follow-up training and answers questions as needed.

• Develops and conducts training webinars and workshops on IT topics, includes developing training materials, scheduling and handling logistical duties, etc.

• Assists in the provision of OSL CE and training; acts as technical support during webinars, provides necessary equipment and support for workshops, etc.

5% - Assists in the Installation, Configuration, Maintenance and Troubleshooting of Specialized Library Systems

• Assists in the installation or upgrade of workstations for ILL, Technical Services, and TBBL.

• Troubleshoots logon/printing/IT problems and contacts vendor support as needed.

• Acts as phone system manager, contacts vendor, maintains phone lists, orders equipment, etc.

5% - Other Duties

• Researches pricing, prepares and submits purchase requests for computer and network equipment, hardware, software, etc. for the State Library. Advises public libraries of the same, contacting vendors and obtaining price quotes as needed.

• Maintains inventory of software licenses, renewal periods, etc.

• Maintains inventory of State Library hardware and software located at the State Library and public libraries statewide and assists in annual inventory reviews.

• Prepares necessary documentation and processes old equipment for surplus and disposal.

• Processes and tracks warranty claims on equipment located at the State and public libraries.

• Manages duplications and printing for OSL: completes duplications requests, maintains supplies of paper, toner, etc., ensures equipment is maintained and repaired, etc.

• Other duties as assigned.

30% - State E-rate Coordinator for Public Libraries

• Serves as the State Library’s liaison to all Louisiana public libraries concerning all facets of the E-rate program. E-rate is a national program originating with the FCC (Federal Communications Commission) that provides discounts of up to 90 percent to help eligible schools and libraries in the United States obtain affordable telecommunications and internet access. The program is administered by the Universal Service Administrative Company (USAC), the non-profit organization contracted with the FCC for this purpose.

• Serves as the State of Louisiana’s liaison to all other State Coordinators in order to facilitate shared learning, resources, and continuing education.

• Attends annual E-rate training and networks with other state coordinators to better assist Louisiana librarians through the E-rate process.

• Participates in monthly conference calls with other state library E-rate coordinators.

• Maintains relationship with the state E-rate coordinator for Louisiana schools, to expedite communication between schools and libraries in the state, as well as to promote E-rate in the state.

• Conducts E-rate training and workshops for public library staff.

• Provides individualized advice and direction with filing E-rate forms to Louisiana public libraries that includes: assisting with bid documents, evaluation methods, vendor selection, contracting, technology planning, etc.

• Filing and reviewing mandatory application forms, which include the Form 470 (USAC request for bids), Form 471 (USAC application for services), Form 486 (USAC notification that services are received and ready for invoice), service and service provider change requests, and USAC invoicing forms.

• Assisting with PIA (Program Integrity Assurance) requests, questions from USAC, and USAC auditing for compliance.

• Helps libraries with vendor issues such as invoicing, applying USAC discounts, contract problems, etc.

• Assists with appeals to the FCC or USAC for funding denials or reductions.

• Reminds public libraries of various E-rate form and compliance deadlines.

• Maintains E-rate listserv for library E-rate staff to disperse prompt and relevant information concerning the E-rate process, including deadlines, reminders, and helpful tips.

No Civil Service test scoreis required in order to be considered for this vacancy.

This position is in a Career Progression Group to aIT Tech Support Analyst 3. As part of a Career Progression Group,vacancies may be filled from this recruitment as an IT Tech Support Analyst 1, 2, or 3 based on the qualifications of the selected applicant. Please refer to the "Class Specifications" page by clicking here (https://www.governmentjobs.com/careers/louisiana/classspecs) , for specific information of salary ranges, minimum qualifications and job concepts for each level.

To apply for this vacancy, click on the “Apply (https://www.governmentjobs.com/careers/louisiana) ” link 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 completed education and experience sections on your application. Applications may be rejected if incomplete.

The Office of the Lieutenant Governor and the Department of Culture, Recreation and Tourism are participants in the E-Verify system for identification and employment eligibility purposes. Louisiana as a State, is a Model Employer for People with Disabilities.

For further information about this vacancy contact:

Pacee Wallace

Department of Culture, Recreation, & Tourism

1051 N. 3rdStreet

Baton Rouge, LA 70802

Phone: 225-342-8202

pwallace@crt.la.gov

Minimum Qualifications

MINIMUM QUALIFICATIONS:

Three years of experience in information technology; OR

Six years of full-time work experience in any field plus one year of experience in information technology; OR

An associate's degree in information technology plus one year of experience in information technology; OR

A bachelor’s degree plus one year 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.

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 Concepts

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 of Work

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.

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

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

Website

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

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