Help Desk Support Specialist III

Location: Columbia

Job Responsibilities

The South Carolina Judicial Branch invites applications for the Help Desk Support Specialist III position in the South Carolina Judicial Branch.

Under general supervision, the Help Desk III position must be able to analyze, troubleshoot and solve end user technology problems to ensure a high level of customer support and services are consistently provided to all Judicial Branch employees. This includes providing technical support for applications, workstations, peripherals, mobile devices, shared resources, and end-user account administration. Additionally, this position will assist in the administration, maintenance, security, and support of SCJB's technology-enhanced courtrooms (TEC) and digital court reporter (DCR) systems located throughout the state.

ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE POSITION

Analyzes, troubleshoots, and provides solutions to issues relating to judicial technology, hardware, and software for all SCJB employees. Assembles, configures, installs and maintains computer equipment, peripherals, and mobile devices. Works closely with networking department to deploy laptop/desktop images. Subject matter expert for Microsoft Office and Office 365 applications.

Responsible for remote support for SCJB's IT equipment and dedicated internet used for electronic court recordings and video conferencing technology for TEC/DCR courtrooms in family and circuit court. Serves as liaison for Court Reporters and Networking addressing audio/video (AV) and networking issues that may occur in courtrooms across the state. Opens tickets with AV or digital court reporter vendors when necessary.

Analyzes digital recordings to identify the root cause of incidents, while also handling tasks such as imaging new or replacement TEC computers and addressing computer or login issues in remote courtrooms. Proactively informs Court Services of equipment malfunctions or technical issues in trial court settings. Responds promptly to urgent assistance requests during court proceedings. Additionally, attends county site visits and assists with training on TEC courtroom technology, necessitating travel to various courtrooms.

Assists with end-user account creation and management for on-premise systems. Utilizes cloud identity and device management solutions to manage users and courtroom computers for the digital court reporter systems. Ensure computers are up-to-date with security patches and encrypted.

Assists in the development and documentation of test procedures used to resolve or escalate issues relating to requests for technical support within our ticketing application. Advanced conference room and courtroom support/setup and training.

Diagnose issues by running diagnostic tools consisting of but not limited to Performance Monitor, Reliability Monitor and the Hardware Diagnostics tools airs advanced problems in response to customer reported technical issues.

Performs troubleshooting using industry standards and resolution of security issues related to anti-virus, anti-malware, hard drive encryption, email encryption, and external media encryption.

Assists with recording changes in assignment and location of computer equipment for inventory purposes including surplus equipment by using Ivanti Asset Manager. Distributes and coordinates completion of annual inventory reports of circuit and family court assets. Utilizes the Help Desk ticketing system to track problems from initial occurrence through resolution. Secondary application support for Ivanti Service Manager to include asset entry, form changes and user profile administration.

Assists with the rollout of Windows updates/versions to end users to maintain security of SCJB issued equipment. Performs regular evaluations of computer hardware, software, mobile devices and provides recommendations to management to ensure that adequate end user support are being provided for business processes. Assists with laptop imaging and deployment process.

Performs other duties as designated by the Help Desk Manager.

Minimum and Additional Requirements

A bachelor's degree in Computer Science, Technology Management or Business Administration and (3+)…