IT Services Spec. III Resource & Information Mgmt - Administration, Columbia; RICHLAND

Responsibilities

• Limited supervision—employee expected to follow objectives with minimal supervisor direction.
• Provides first‑level support and helpdesk services for users of SCDC mainframe systems, PC networks, and telecommunications systems.
• Serves as central point of contact for password resets, user IDs, access issues, and related technical support inquiries.
• Coordinates IT and telecommunications hardware exchanges, repairs, and support services for equipment including printers, card scanners, telephones, cell phones, digital cameras, and other related devices.
• Conducts preliminary evaluations of IT equipment.
• Provides technical support to end users for proper use of data phones, VPN access, Duo tokens, and other related technologies.
• Maintains current knowledge of evolving technology systems and applications to effectively troubleshoot issues and provide user support.
• Supports video‑conferencing equipment, multi‑function printers/copiers, and emerging technologies.
• Serves as a backup to other help desk staff and continues cross‑training so all members can assist with all help desk duties.
• Assists with documenting help desk procedures and ensuring the latest processes are documented in the help desk guide.
• Assists in maintaining proper IT equipment and telecommunications inventories.
• Performs minor equipment repairs when possible and determines need for replacement parts or escalation to authorized vendors for advanced repair services.

• A high school diploma and experience with office automation systems, data communications system design, installation, operation, repair, or processing of information in a data processing environment.
• An associate degree or a bachelor's degree in a related field may be substituted for the required work experience.
• Associates degree and two (2) years’ experience with automated systems, microcomputers, minicomputers, data communication hardware/software.
• OR a high school diploma and four (4) years’ experience with automated systems, microcomputers, minicomputers, data communication hardware/software.
• One (1) year of help desk experience also preferred.

The South Carolina Department of Corrections is committed to providing equal opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information.