Service Desk Technician II - Columbia

About Us

Business is booming in South Carolina! Are you ready to be a part of developing and connecting the next generation of workers in this state? Year after year, experts pick our state as one of the best in the country for doing business. Just last year, South Carolina announced more than 8,000 new jobs and $9.12 billion in capital investment. Entrepreneurs are flocking to cities like Greenville, Charleston, Columbia, and Rock Hill to start and grow their businesses.

And our hospitality industry is primed to take off as travelers from around the world continue to discover the beauty and accessibility of South Carolina’s mountains and coast.

Here at the South Carolina Department of Employment and Workforce (DEW), we are laser-focused on connecting every jobseeker who comes through our doors with their next great career opportunity! Are you looking for a meaningful position at an agency brimming with optimism and camaraderie that also offers job security, affordable health insurance, great retirement benefits, and work-life balance? If so, continue reading to discover your chance to make a difference at DEW!

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.

The Service Desk Technician II will:

• 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.

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.

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.