Technical Support Specialist I

About the Organization

The Louisiana Legislative Auditor works to strengthen accountability and transparency in state government by delivering audit services, fiscal guidance, and other information that supports the Legislature and the public.

Role Summary

This is an entry-level technical support position responsible for assisting with desktop hardware, software, and related systems. The role includes helping users with routine troubleshooting, setup, and basic training while building core technical and customer service capabilities.

Reporting Structure

The position operates under the general direction of the Help Desk Supervisor/Manager or experienced team members. Complex or unusual issues are escalated and handled with guidance.

Position Scope

This role is designed as a starting point for learning the organization’s systems, support processes, and service expectations. It may also involve limited support to student workers or vendors when assigned.

Key Duties

• Provide professional communication with end users, technical personnel, vendors, and management about service requests, issues, and support actions.
• Offer basic support for standard applications such as email, file storage, and office productivity software, helping users understand how to use them correctly.
• Handle help desk tickets, explain troubleshooting steps, communicate system updates, and share resolution details clearly.
• Record requests, diagnostics, actions taken, and final resolutions accurately in the help desk platform.
• Work with senior technical staff when problems cannot be resolved at the first level, ensuring all relevant notes and troubleshooting steps are passed along.
• Support onboarding by helping new hires with system orientation and basic technology setup guidance.
• Install, configure, and deploy desktop PCs, laptops, printers, and standard software through approved imaging and rollout procedures.
• Resolve common issues such as password resets, connection problems, application errors, and peripheral failures.
• Set up workstations, user accounts, and system access for new employees so their equipment is ready to use.
• Move, install, replace, and reposition technology equipment at office sites and audit locations as needed.
• Maintain inventory records for assigned assets, including tagging, tracking, and updating equipment changes.
• Carry out routine maintenance tasks such as patching, antivirus updates, software updates, and version control in line with IT standards.
• Watch for recurring technical problems or patterns and escalate them for additional review.
• Support deployment work, workstation setup, and maintenance tasks that help keep services efficient and reliable.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities

The role calls for basic familiarity with desktop hardware, operating systems, peripherals, standard software, help desk procedures, troubleshooting methods, IT security practices, software patching, antivirus processes, and asset tracking. It also requires strong customer service, clear written and verbal communication, problem-solving, organization, attention to detail, time management, the ability to follow instructions, a willingness to learn quickly, and the ability to work well with users and technical teams while maintaining professionalism and confidentiality.

Minimum Qualifications

An associate degree, or an equivalent qualification, in computer science or a related field from an accredited college or university is required. Candidates should have zero to two years of professional-level experience and must be physically able to move computers, printers, and related equipment.

Substitution Options

One year of computer technical education or one year of administrative responsibility showing progressive responsibility and job knowledge may count as one year toward a two-year computer science associate degree. In that case, two additional years of professional-level experience are still required. Alternatively, a vendor-approved certification covering current desktop operating systems, the office productivity suite used by the Louisiana Legislative Auditor, and one or more network operating systems may be accepted in place of the associate degree, with two additional years of professional-level experience still required.

Other Information

The duties listed are intended to describe the general nature and level of the work, but they are not a complete list. Tasks that are similar, related, or logically connected to the position may also be assigned even if not explicitly mentioned.