Service Desk Technician

General

Job Description

The Service Desk Technician is a member of the Network Infrastructure team and reports to the Network Infrastructure Manager. This position is primarily on-site and plays a vital role in delivering reliable, secure, and efficient technology services that support Horry County employees and operations.

The Service Desk Technician is a member of the Network Infrastructure team and reports to the Network Infrastructure Manager. This position is primarily on-site and plays a vital role in delivering reliable, secure, and efficient technology services that support Horry County employees and operations.

The ideal candidate is customer-focused, technically proficient, and committed to providing exceptional end-user support while contributing to the continuous improvement of the County's IT infrastructure and service delivery.

• Serve as the primary point of contact for technical support requests from both on-site and remote users.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, network, telecommunications, printer, and application issues.
• Install, configure, maintain, and support desktop computers, laptops, mobile devices, peripherals, and related technologies.
• Document incidents, service requests, resolutions, and knowledge articles within the County's service management platform.
• Escalate incidents beyond the scope of the Service Desk to the appropriate support teams in accordance with established procedures to ensure timely resolution.
• Provide excellent customer service by communicating clearly and professionally with both technical and non-technical users.
• Troubleshoot and support Microsoft technologies including Windows, Microsoft 365, Active Directory, Group Policy, DNS, DHCP, Microsoft Intune, and related enterprise systems.
• Configure, test, and maintain software deployment packages and endpoint configurations using Microsoft Intune, Microsoft Configuration Manager (or similar endpoint management platforms), and other deployment tools.
• Assist with workstation imaging, software deployments, operating system upgrades, and endpoint patch management.
• Generate reports and maintain documentation related to asset inventory, software licensing, endpoint compliance, and patch status.
• Test and evaluate new hardware, software, and emerging technologies for compatibility with the County's technology environment.
• Assist with planning, implementing, and supporting technology projects of varying size and complexity.
• Collaborate with Infrastructure, Security, Systems, and Networking teams to maintain a secure, reliable, and high-performing computing environment.
• Follow established security policies, standards, and best practices to protect County systems and information.
• Participate in the on-call rotation and provide occasional after-hours support during maintenance windows, upgrades, or emergency situations.
• Perform other duties as assigned.

• BA/BS in information systems, or an equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Experience supporting Microsoft Windows desktop operating systems in an enterprise environment.
• Demonstrated analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple assignments and work effectively in a fast-paced environment.
• Strong written and verbal communication skills with a commitment to exceptional customer service.
• The County must receive appropriate results to all background checks conducted for the successful candidate.
• Must be able to pass the required pre-employment physical and background check.
• Preference will be given to applicants with experience in one or more of the following:
  Microsoft M365 technologies, Security tools and practices, Automation and scripting, Microsoft Exchange (Online), Service Desk ticketing solutions, VMware vSphere and/or Horizon View, Relevant IT certifications.

• Participate in the South Carolina State Retirement System with strong employer contributions (SCRS or PORS).
• Take advantage of optional retirement saving through tax-favored 401(k)/457 accounts to further secure your future.

• Employer-funded health and dental insurance, plus employer-funded Long-Term Disability (LTD) and Basic Life Insurance coverage.
• Vision coverage and additional insurance options available for employees and dependents.

• Prioritize your well-being with total access to our Wellness Center, free gym, wellness incentives, and employee-family counseling via EAP.

• Benefit from generous paid leave accruals that grow over time, plus 13 paid holidays.