NEOGOV · 1 day ago
IT STATEWIDE SYSTEMS SUPPORT ENGINEER 1,2 (EUC ZL)
Baton Rouge, LA
Full-time
Onsite
Mid, Senior Level
4+ years expNEOGOV is part of the State of Louisiana's Division of Administration, focusing on delivering innovative IT solutions. The role involves providing enterprise-level technical support for statewide end-user computing services, managing escalated technical incidents, and supervising technical personnel to ensure efficient service delivery.
GovernmentSoftwareHuman ResourcesInformation TechnologyGovTech
No H1B
Responsibilities
Provides enterprise-level technical design and leadership for statewide end-user computing services
Serves as a subject matter expert (SME) in advanced end-user technologies, with expertise in the agencies that their team supports, offering design, implementation, and training guidance to technical personnel
Develops and maintains documentation, including solution designs, knowledge base articles, end-user communications, and training materials
Leads technical review sessions, ensuring service delivery aligns with OTS standards and enterprise architecture strategies
Identifies and recommends enhancements to operational processes and service efficiency, contributing to the formulation of field operations strategies and standard operating procedures (SOPs)
Manages and resolves escalated technical incidents requiring advanced troubleshooting across hardware, software, and networking systems
Provides detailed customer feedback and technical consultation to improve system performance and user satisfaction
Conducts business process analyses and readiness assessments for system or software implementations
Oversees system configuration, change testing, and validation processes to ensure smooth deployments
Performs and supervises account administration, asset tracking, and device lifecycle management
Coordinates with other OTS sections to assist with incident escalation, proper troubleshooting, and ensuring optimal performance and minimal downtime for our customers
Supervises and directs daily work activities of technical personnel, ensuring workloads, assignments, and ticket resolutions meet organizational goals and Service Level Agreements (SLAs)
Monitors incident queues, evaluates workload distribution, and manages technician performance
Oversees escalation handling, second-level support, and vendor coordination to ensure timely issue resolution
Collaborates with higher-level technical teams to align with enterprise initiatives and operational standards
Ensures compliance with DOA and OTS policies, maintains baseline configurations for all managed devices, and provides performance metrics and trend analyses to leadership for continuous service improvement
Leads and coordinates complex projects involving end-user technologies, including large-scale computer deployments, configuration management, and mobile device management (MDM) initiatives
Designs and implements MDM enrollment processes and policy configurations to maintain security and efficiency
Acts as a project leader to define requirements, timelines, resources, and deliverables
Participates in statewide emergency response efforts, coordinating regional IT support and resource activation
Pursues continuous professional development and technical training to remain current with evolving IT trends and OTS technology standards
Performs other related duties, special projects, research, and strategic planning activities as directed by OTS management
Supports statewide initiatives and contributes to cross-functional projects that enhance service delivery and organizational effectiveness
Qualification
Required
Seven years of experience in information technology
Six years of full-time work experience in any field plus five years of experience in information technology
An associate's degree in information technology plus five years of experience in information technology
A bachelor's degree plus five years of experience in information technology
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
A master's degree plus four years of experience in information technology
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion
Benefits
Insurance Coverage
Parental Leave – Up to six weeks paid parental leave
Holidays and Leave – State employees receive the following paid holidays each year: New Year's Day, Martin Luther King, Jr. Day, Mardi Gras, Good Friday, Memorial Day, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day and Christmas Day.
State employees earn sick and annual leave which can be accumulated and saved for future use. Your accrual rate increases as your years of service increase.
Retirement– State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works).
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
The Carlyle Group,Warburg PincusWarburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase