Endpoint Technician II (Help Desk)

State of South Carolina; South Carolina; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Paid holidays

Parental leave

Retirement plan

Job summary

The State of South Carolina’s Department of Labor, Licensing and Regulation seeks a Help Desk Manager to lead the IT help desk team and ensure reliable support for desktops, laptops, and software across the agency.

The role requires strong communication, problem-solving, and IT security knowledge, with responsibilities including MFA token administration, Office 365, antivirus and data protection, and coordinating endpoint support.

Qualifications

• A bachelor's degree and experience in automated information or communication system design, installation, operation, or repair.
• Related experience may be substituted for the bachelor's degree on a year-for-year basis.
• Moderate knowledge of and skill in using a wide variety of applications, operating systems, protocols, and equipment used in customer organizations.
• Moderate complex problem-solving and analytical skills.
• Knowledge of network services and data communications.
• Knowledge of office automation standards and microcomputer hardware and software.
• Ability to establish working relationships with users.
• Ability to present technical and non-technical reports in a clear and concise manner.
• Ability to communicate effectively, both verbally and in writing.

Responsibilities

• Serve as the Help Desk manager, supervising assigned staff.
• Review and assign help desk requests based on priority and immediate Agency needs and monitor assigned requests.
• Troubleshoot, repair, and resolve routine to complex software and device issues and serve as a technical resource for users.
• Install, configure, troubleshoot, and maintain simple to moderately complex customer hardware and software.
• Serve as the Agency endpoint coordinator, acting as a liaison to users on issues of desktops, laptops, virtual machines, and applications, including providing notification of needed replacements and upgrades.
• Assist in managing the Agency’s anti-virus, encryption, and data loss prevention and applications.
• Provide back-up duties and assistance with assigning and disabling MFA tokens, Microsoft Office 365, and the Mitel phone system administration.
• Assist in IT inventory management, including performing quarterly audits and preparing assets for disposal.
• Complete other duties including, but not limited to, providing data on problematic trends, ensuring information security and assurance policies, principles and practices are applied, and other related duties.

Skills

Help desk management

User support

Technical liaison

Communication skills

Problem solving

Education

Bachelor's degree in IT/IS

Experience in automated information or communication system design/installation/operation/repair

Tools

MFA tokens administration

Microsoft Office 365

Mitel phone system

Job description

Come join our team at the Department of Labor, Licensing and Regulation (LLR) where you will experience work-life balance, great benefits, and an exciting career that supports the Agency’s mission to make South Carolina a safe place to work and live.

Responsibilities

• You will serve as the Help Desk manager, including supervising assigned staff.
• You will review and assign help desk requests based on priority and immediate Agency needs and monitor assigned requests.
• You will troubleshoot, repair, and resolve routine to complex software and device issues and serve as a technical resource for users.
• You will install, configure, troubleshoot, and maintain simple to moderately complex customer hardware and software.
• You will serve as the Agency endpoint coordinator, acting as a liaison to users on issues of desktops, laptops, virtual machines, and applications, including providing notification of needed replacements and upgrades.
• You will assist in managing the Agency’s anti-virus, encryption, and data loss prevention and applications.
• You will provide back-up duties and assistance with assigning and disabling MFA tokens, Microsoft Office 365, and the Mitel phone system administration.
• You will assist in IT inventory management, including performing quarterly audits and preparing assets for disposal.
• You will complete other duties including, but not limited to, providing data on problematic trends, ensuring information security and assurance policies, principles and practices are applied, and other related duties.

Minimum Qualifications

• A bachelor's degree and experience in automated information or communication system design, installation, operation, or repair. Related experience may be substituted for the bachelor's degree on a year-for-year basis.

Preferred Qualifications

• A bachelor's degree and one year of relevant experience, an associate’s degree and three years relevant experience, or a high school diploma and five years relevant experience.
• Moderate knowledge of and skill in using a wide variety of applications, operating systems, protocols, and equipment used in customer organizations.
• Moderate complex problem-solving and analytical skills.
• Knowledge of network services and data communications.
• Knowledge of office automation standards and microcomputer hardware and software.
• Ability to establish working relationships with users.
• Ability to present technical and non-technical reports in a clear and concise manner.
• Ability to communicate effectively, both verbally and in writing.

Other Requirements

• Position requires bending, standing, stooping, kneeling, and lifting objects up to 75 pounds.
• May be required to work outside of normal agency hours of 8:30 a.m. to 5:00 p.m. to meet customer service needs or to assist with scheduled or emergency system maintenance.
• Must have a valid South Carolina Driver's License and provide a 10-year MVR (Motor Vehicle Record) that complies with State and Agency Fleet guidelines.

Benefits Offered

The South Carolina Department of Labor, Licensing and Regulation offers an exceptional benefits package for FTE positions that includes:

• Health, dental, vision, long term disability, and life insurance for employee, spouse, and children
• 15 days annual (vacation) leave per year
• 15 days sick leave per year
• 13 paid holidays
• Paid Parental Leave
• State Retirement Plan and Deferred Compensation Programs