Service Desk Technician II - Columbia

Service Desk Technician II

Make a positive impact on South Carolina's workforce by bringing your IT problem-solving skills and exceptional customer service to DEW!

Our Service Desk Technician II serves within the IT Operations department. Under general supervision, process inbound IT incidents and service requests for the agency. Process incidents and service requests with proper: logging; classification; prioritization; investigation and initial diagnosis; escalation, if necessary; resolution and recovery; and closure. Communicate with all customers, vendors, and other IT personnel with excellent interpersonal skills. Manage interruptions to or reductions in the quality of services and ensure that service is restored with agreed timescales.

An ideal candidate will be customer service-oriented and dependable with the ability to analyze problems and work effectively on a team and manage time well.

Key Responsibilities

• Serve as an expert technical support resource, acting as a single point of contact between users and the IT division.
• Provide primary management and administration of the agency's IT Service Center inventory monthly.
• Efficiently process incidents and service requests, following established procedures for logging, classification, prioritization, investigation, diagnosis, escalation, resolution, recovery, and closure.
• Manage service interruptions or quality reductions, ensuring timely restoration within agreed timescales.
• Document installation, configuration, repairs, updates, and maintenance of software, operating systems, and equipment, ensuring team comprehension.
• Provide daily written progress reports.
• Train users on the proper utilization of hardware and software.
• Provide technical guidance and mentorship to junior technicians, emphasizing efficient, courteous, and professional customer service.

If you're ready to take on this challenge and help support South Carolina's workforce system, please apply. We look forward to hearing from you!

Minimum and Additional Requirements

A bachelor's degree and relevant training and experience; OR any equivalent combination of education, relevant training and experience sufficient to perform the essential functions of the position.

Preferred Qualifications

A bachelor's degree and two (2) years of experience in office automated systems, data communication systems design; processing of information in a data processing environment; or any equivalent combination of education, training, and experience. Experience creating and managing accounts within Microsoft Office 365. Experience issuing VPN token and troubleshooting end use VPN connection issues. Ability to display comprehension of ITIL troubleshooting methodologies.

Additional Comments

Supplemental questions are considered part of your official application. Please complete the State application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.

Benefits for State Employees The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies. Insurance Benefits Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits.

Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses. Retirement Benefits State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.

Workplace Benefits State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.

Note:

The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.