Endpoint Technician I - 60019269

State-of-South-Carolina; South Carolina; On-site; USD 42,000 - 62,000; Full time

Job summary

The Department of Administration's Office of Technology and Information Services in Columbia, SC is seeking an Endpoint Technician I to provide operational endpoint support, end-user assistance, and executive-level service. The role emphasizes rapid diagnosis, escalation, and secure handling of incidents in a government IT environment.

Candidates should have experience with endpoint management technologies, Windows configurations, and compliance requirements, and must be able to work on-call

Qualifications

• Experience with endpoint management and IT support is required.
• Strong documentation and customer service skills.
• Ability to work on-call and on evenings/weekends as needed.

Responsibilities

• Install, configure, maintain and troubleshoot endpoints and peripheral devices; provide end-user support and consultation under support agreements.
• Assist in remote support operations, manage tickets, and coordinate escalation with other teams while maintaining high customer service.
• Respond to executive level staff issues promptly and securely; maintain confidentiality.

Job description

Endpoint Technician I

The Department of Administration's (Admin) Office of Technology and Information Services is the state’s central provider of IT services to state government agencies. We are growing and are now seeking an experienced Endpoint Technician I to join our team. This role is an integral part of our Endpoint Support team and will provide operational endpoint support and customer support services for Admin, support customers, and executive level agencies. This position exists to provide operational endpoint support and customer support services for the Department of Administration, support customers, and executive level agencies. Your ability to diagnose concerns, and provide proper escalation/resolution is a critical part of our overall mission. If you are customer service oriented and thrive in the efficiency IT brings to an organization, this position is for you!

This position is onsite in beautiful Columbia, South Carolina.

Responsibilities of the Endpoint Technician I:

• Perform the installation, configuration, maintenance, and troubleshooting for endpoints and ancillary devices and technologies. Provide end user support services and consultation for agency and customer agencies under support agreement. Perform software installation, configuration, and troubleshooting on endpoint and peripheral devices.
• Serve as a member of the Remote Support Team when applicable. Provide oversight and operational management for remotely supporting Service Desk and Endpoint Services Support tickets. Utilize remote support tools, and facilitate the coordination and escalation of support tickets with other teams as necessary while always providing excellent customer service. Provide end user support services and consultation for agency and customer agencies under support agreement. Perform software installation, configuration, and troubleshooting on endpoint and peripheral devices.
• Be on call and serve as support technician for the executive level staff and Department of Administration customers. Ensure executive staff technical issues are responded to and resolved in the most expedient and secure manner. Maintain confidentiality and discretion at all times.
• Expediently acknowledge and mitigate all security incidents involving all agency and support agreement endpoints. Provide the Security Operations Center all necessary response data and reports resulting from security incident response. Follow appropriate procedures in securing data and retention policies.
• Perform other duties as assigned. May serve on committees, boards, panels, teams, projects, or as a representative of the agency.

• A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales, marketing, or processing of information in a data processing environment or related systems.
• An associate's or bachelor's degree in a related field may be substituted for the required work experience.

Additional Requirements:

• Experience implementing, managing and troubleshooting enterprise class solutions for endpoint management technologies.
• Knowledge and/or experience implementing secure configurations for Windows-based workstation.
• Knowledge of and experience working with state and federal compliance requirements.
• Ability to accurately document processes and procedures.
• Ability to create and perform training for support technicians.
• Compliance certification and trainings must be obtained and kept current.
  
• Position may require employee to work evenings and weekends.
• Position requires on-call shifts and call back.
• Position requires routine drivers duties.
• Position requires frequent stooping and/or bending.
• Position requires frequent lifting: 50lbs.
• Position requires up to date certifications.
• Position may be required to report to work during emergency situations.
• May be required to carry a mobile communications device and will be expected to respond within one hour from initial contact.

Applicants indicating college credit or degree(s) on the application may bring a copy of college transcript to the interview. A copy of the transcript may also be uploaded as an attachment to the application, if required by the hiring department or if desired by the applicant. Please note that some areas of the Department may require an official, certified copy of the transcript prior to hiring or within a specific timeframe required by that area, after hiring. Failure to produce an official, certified transcript may result in not being hired or termination.

• Experience in Active Directory, Group Policy, Citrix XenApp, IBM BigFix, VMware Horizon View are preferred.
• Endpoint related certifications (e.g. Citrix Certified Associate/Professional Virtualization, Comptia Network+, and Microsoft MCSA/MCSE) are desired.