Summary:

Join our team as an End User Technical Support Analyst to provide essential IT support services, including desktop reimaging, hardware troubleshooting, and remote device support. You’ll be responsible for deploying Windows 10 devices, resolving software issues, and ensuring smooth end-user transitions. Senior-level positions include advanced troubleshooting, Active Directory management, and system migrations. Work is primarily on-site at Louisiana State Office facilities, with assignments across multiple locations. This role requires strong customer service skills and expertise in imaging, driver management, and software deployment. The contract runs from July 1, 2025, to June 30, 2029, with potential extensions.

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.

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.

Expertise and/or relevant experience in the following areas are mandatory:

• Customer Service Skills

• Windows Imaging and Driver Management

• User Profile analysis and migration

Expertise and/or relevant experience in the following areas are desirable but not mandatory:

• 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