Technical Support Specialist II

     OUR MISSION

     To foster accountability and transparency in Louisiana government by providing the Legislature and others with audit services, fiscal advice, and other useful information.

Profile of Position and Skills

Works closely with all Louisiana Legislative Auditor staff to maximize hardware and software systems available. Installs, maintains, and provides training and support on assigned hardware and software systems. Assists the Help Desk Supervisor in detailed research on hardware and software products in the preparation of proposals to the Chief Information Officer (CIO) and Senior Enterprise Administrator, and in the development of tactical and strategic policy.  

Supervision Received

General supervision from the Help Desk Supervisor or Technical Support Specialist IV; requires little or no assistance. Coordinates with the Help Desk Supervisor or Technical Support Specialist III and serves as backup for the Technical Support Specialist III.

Supervision Exercised

Provides guidance and assistance to the Technical Support Specialist I, student workers and vendors as assigned.

Job Distinctions

Differs from the Technical Support Specialist I by requiring significantly greater job knowledge, experience, and responsibility, including limited supervisory responsibility; ability to maintain a high standard of customer service and satisfaction.

Examples of Work

• • Remains current with new desktop hardware and software developments through training, vendor demonstrations, and industry publications; prepares product comparisons and documentation; keeps the Help Desk Supervisor and Senior Enterprise Administrator informed on current product development and trends.

• • Helps prepare recommendations for action on new products or existing product upgrades; provides assistance in the development of tactical and strategic plans.

• • Installs, trains, supports and maintains desktop hardware and software systems while ensuring staff’s satisfaction and system security; assists in monitoring and support of computers, networks, and system performance.

• • Prepares precise instructions for new software installs and/or upgraded systems;

• • Installs and monitors virus protection software; takes immediate action to ensure that systems are secure from viruses and other related threats; updates staff of potential threats; immediately reports any incidents to the Help Desk Supervisor, Senior Enterprise Administrator, and the CIO.

• • Assists the Help Desk Supervisor and other Information Systems (IS) staff in the troubleshooting of network devices; works closely with the Help Desk Supervisor, and Senior Enterprise Administrator, and other IS staff to administer network systems.

• • Maintains strict adherence to established hardware and software issue package(s) as well as approved exceptions; conducts periodic review of computers to ensure compliance with standard issue policy and immediately reports exceptions to the Help Desk Supervisor, Senior Enterprise Administrator, and the CIO.

• • Develops and maintains a computer lab of test hardware and software; creates software images of approved software products which are optimized for maximum performance and reliability.

• • Performs all duties assigned to a Technical Support Specialist I; monitors and reviews Help Desk logs to determine types of problems reported, and develops solutions to resolve persistent problems; diagnoses and corrects problems in a timely manner; reports project obstacles and delays to the Help Desk Supervisor.

• • Maintains, disburses, and tracks IS computer equipment and accessories; lifts and transports computer equipment and accessories to offices and audit sites.

• • Routinely visits staff at work sites to train, resolve issues, and perform hardware/software updates; follows up with staff on unresolved issues during site visits; provides written reports to the Help Desk Supervisor and Senior Enterprise Administrator for each identified staff problem, complaint, and suggestion.

• • Immediately notifies the Help Desk Supervisor, Senior Enterprise Administrator, and CIO of any significant problems, either current or anticipated.

• • Other functions and duties as assigned from the Help Desk Supervisor, Senior Enterprise Administrator, or CIO.

Minimum Qualifications

• • Associate’s degree or equivalent in computer science or related discipline from an accredited college or university.
  • Two years of professional level experience, including one year exclusively in help desk environment in Information Technology utilizing popular PC programs on IBM-compatible computers.
  • Physically able to move computers, printers, and various other related equipment.

Substitutions for Minimum Qualifications Requirement:

One year in a computer technical education program or one year of professional administrative responsibility which demonstrates increasing responsibility and job knowledge will be equivalent to one year in a two-year computer science associate’s degree program.  In addition, two additional years of professional level experience is required OR

Vendor-approved certification with current desktop operating systems, office product suites in use at the LLA, and one or more network operating systems will be considered equivalent to an associate degree; two additional years of professional level experience is required.

Other Duties & Responsibilities

The above statements are intended to describe the general nature and level of the work being performed by individuals assigned to this position. They are not an exhaustive list of all duties and responsibilities associated with it. The absence of specific statements of duties does not exclude those tasks from the position if the work is similar, related to, or a logical assignment for the position.