End User Technical Support Analyst (SR- 5225181)

On-site: Baton Rouge, Louisiana

STATEMENT OF WORK (SOW)

Task and Skills (Scope of Work to be Performed)

The Office of Technology Services (OTS) was established as a means of recognizing cost savings through the consolidation of State IT assets and resources. The creation of OTS consolidated a wide variety of existing hardware platforms, operating systems, database management systems, networks, third party software, and custom applications.

OTS leads the State’s technology procurement process in order to standardize technology over the entire organization, seek efficiencies of operations, maintenance, and scalability of new products introduced to the OTS suite of services which can eventually be offered to all in-scope agencies.

JOB DESCRIPTION

The scope of the proposed services will include the following:

• Responsible for basic field support including desktop reimaging and deployment of new end user devices with Windows 10 operating systems.

• Responsible for basic field support hardware and software device support including troubleshooting, hardware replacement, applying prebuilt image packages.

• Responsible for remote software and device support and problem resolution, which includes advanced troubleshooting, installation and configuration.

REQUIRED SKILLS/EXPERIENCE

• Customer Service Skills

• Windows Imaging and Driver Management

• User Profile analysis and migration

PREFERRED SKILLS/EXPERIENCE

• Active Directory Domain Services

• Troubleshooting skills with basic hardware and software components

• Experience in deployments with Microsoft System Center Configuration Manager

• Desktop and Mobile Device imaging and user transition

• Third party software to be migrated and handled on a case-by-case basis

Note:  Estimated Start/End Dates: July 1, 2025 - June 30, 2029
The primary work location will be: Multiple On-Site Facilities within a region, subject to change.