IT Statewide Systems Support Engineer 1 & 2 (Service Delivery Systems Support Engineer)

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the Network Communiction ServicesSection. Req.219498

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.

This Systems Support Engineer serves as the supervisor and technical lead of the Service Delivery - Consulting & Provisioning B team within the Office of Technology Services (OTS) – Network Communications Services (NCS). The focus of this team is NCS service consulting, service design, and project implementations. This critical position is responsible for overseeing the technical design, provisioning, administration, and support of highly complex statewide voice and data services, working closely with the Edge and Core Operations teams to coordinate service projects with infrastructure deployments/projects. Operating at an advanced technical and supervisory level, this position delivers statewide system design services and leads highimpact service deployment projects. The incumbent serves as a strategic technical liaison among internal OTS teams, state agencies, and vendors, ensuring cohesive and efficient project execution aligned with OTS’s statewide IT modernization goals, enterprise voice infrastructure standards, and a commitment to customer satisfaction and operational continuity.

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

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.

The official job specifications for this role, as defined by the State Civil Service, can be found here.

Job Duties:

•Conducts service audits, identifies service modernization candidates, and ensures alignment with statewide goals and technical standards.

•Designs highly complex enterprise-level voice and data communications solutions from the catalog of NCS services.

•Coordinates the planning and execution of large-scale agency relocations, new office projects, and service modernization migrations, collaborating with Edge and Core Operations as well as external vendors regarding network infrastructure upgrades and equipment deployments to ensure timely and efficient service delivery.

•Oversees all phases of multifaceted service project lifecycles—site assessments, customer engagement, service design, implementation, billing validation, and post-install support.

•Reviews and approves vendor work documentation, validates deliverables, and monitors adherence to SLAs and contract terms.

•Maintains and enhances internal standards for system configurations and implementation workflows.

•Assist in the preparation and validation of billing information related to voice services and equipment deployments.

•Assists in the development and refinement of policies and procedures for incident response, change management, and maintenance.

•Participates in emergency voice and network support operations during declared emergencies and disasters, including remote configuration and continuity planning.

•Provides operational support for agency Emergency Support Functions (ESFs) to ensure continuity.

•Performs special projects, reporting, studies, and other responsibilities as directed by leadership.

Position-Specific Details:

Appointment Type:This vacancy will be filled by a new hire or by promotion of a current permanent status classified employee.

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

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

How To Apply:

No Civil Service test scoreis 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). Resumeswill notbe accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete.You must describe your actual Job Duties, as you will not be qualified based on Job Title alone. Job Duties cannot be added at a later time; work experience left off your electronic application is not eligible to receive credit.

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:Erica.Gay@la.gov