Technical Support Specialist I

Job Summary

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

Profile of Position and Skills

• Provides entry-level technical support for desktop hardware, software, and related systems.
• Affords basic troubleshooting, setup, and training assistance to users while developing foundational technical knowledge and customer service skills.

Supervision

• Works under general supervision of the Help Desk Supervisor/Manager or senior staff.
• Might provide limited assistance to student workers or vendors as assigned.

Examples of Work

• Communicates effectively and professionally with end users, technical staff, vendors, and management regarding technical issues, service requests, and support activities.
• Supports professional conduct, communication, and customer service.
• Ensures users understand system functionality and proper usage.
• Documents service requests, troubleshooting activities, actions taken, and resolutions accurately within the Help Desk system.
• Escalates unresolved or complex issues, ensuring appropriate documentation and troubleshooting steps are provided.
• Assists with onboarding activities by providing system orientation and basic technical guidance to new employees.
• Maintains confidentiality and complies with established IT security standards, operational procedures, and agency policies.
• Promotes a collaborative and service-oriented work environment through effective teamwork and communication.
• Exercises sound judgment in troubleshooting issues, prioritizing tasks, and escalating problems appropriately when necessary.
• Maintains a positive attitude and willingness to learn new technologies, systems, and support processes.
• Supports organizational goals by assisting in maintaining reliable, secure, and efficient technology services for agency staff and operations.

Project Management & Administration

• Installs, configures, and deploys desktop computers, laptops, printers, and standard software applications using established imaging and deployment procedures.
• Diagnoses and resolves routine technical issues including password resets, connectivity issues, software errors, and peripheral malfunctions.
• Affords onboarding new employees by setting up workstations, configuring user accounts, and ensuring equipment and system access are operational.
• Maintains accurate inventory records of assigned technology equipment, including asset tagging, tracking, and documenting inventory changes.
• Performs routine system maintenance tasks such as patching, antivirus updates, software updates, and version control activities to support compliance with IT standards.
• Maintains operational efficiency by supporting technology deployments, workstation configurations, and routine maintenance activities.
• Escalates unresolved or complex issues with appropriate troubleshooting documentation and supporting details.

Knowledge, Skills, and Abilities (KSAs)

• Basic knowledge of desktop hardware, operating systems, peripherals, and standard software applications.
• Basic understanding of Help Desk operations, workstation support, and troubleshooting methodologies.
• Basic knowledge of IT security practices, software patching, antivirus procedures, and operational support processes.
• Knowledge of inventory management and asset tracking procedures.

Skills

• Strong customer service and interpersonal communication skills.
• Strong troubleshooting and problem-solving skills for resolving routine technical issues.
• Effective written and verbal communication skills.
• Strong organizational and documentation skills with attention to detail.
• Time management skills with the ability to manage multiple tasks and priorities effectively.

Abilities

• Ability to follow established procedures, technical instructions, and support processes accurately.
• Ability to learn new systems, tools, technologies, and support procedures quickly.
• Ability to manage multiple service requests and prioritize workload effectively.
• Ability to work collaboratively with users, team members, and technical staff in a service-oriented environment.
• Ability to maintain professionalism, accountability, and confidentiality while providing technical support services.

Minimum Qualifications

• Associate’s degree or equivalent in computer science or related discipline from an accredited college or university.
• Zero to two years of professional level experience.
• Physically able to move computers, printers, and various other related equipment.

Substitutions for Minimum Qualifications

• 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.