Help Desk Support Specialist III

State of South Carolina; Columbia (SC); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health benefits

Paid leave

Workers’ Compensation Benefits

Job summary

The South Carolina Judicial Branch is seeking a Help Desk Support Specialist III to provide end-user IT support across departments and courtrooms. You will troubleshoot software and hardware, manage accounts, and assist in AV and TEC/DCR systems statewide.

You will work under supervision to resolve issues quickly, coordinate with networking and AV vendors, and travel to various courthouses as required. Strong Office 365 and Windows expertise are essential.

Qualifications

• Bachelor’s degree or equivalent work experience in IT-related field.
• 3+ years of combined Help Desk and AV support experience.
• Experience with Microsoft Office/Office 365 in a support role.
• Knowledge of Active Directory, networking, and security basics.
• Familiarity with AV equipment and courtroom technology is a plus.

Responsibilities

• Analyze, troubleshoot, and resolve end-user technology issues for SCJB employees.
• Provide remote and onsite IT support for applications, workstations, and peripherals.
• Support TEC and DCR systems in state courtrooms and assist in AV/IT coordination.
• Create and manage user accounts, deploy images, and manage patches and security.
• Document procedures, assist with training, and travel to courtrooms as needed.

Skills

Microsoft Office

Office 365

Remote support

Troubleshooting

AV troubleshooting

Active Directory

Windows networking

Education

Bachelor's degree in Computer Science/Technology Management/Business Administration

Associate degree in Computer Science/Technology Management/Business Administration

High school diploma + 6+ years Help Desk/AV experience

Tools

Ivanti Asset Manager

Ivanti Service Manager

Windows OS

Job description

• Workers’ Compensation Benefits

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 elevate 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 at startup. Repairs 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+) years of combined documented Help Desk and AV support experience; OR an associate degree in Computer Science, Technology Management or Business Administration and at least (4+) years of combined documented Help Desk and AV experience; OR a high school diploma and at least (6+) years of combined documented experience working in Help Desk specific technologies. Related experience may be substituted for the bachelor's degree on a year-for-year basis.

One of the following certifications are required: A+, Network+, Security+, MCP, MOS, or MTA.

Knowledgeable in computer system operations, office automation systems, data communications, application installations, and troubleshooting techniques. Experience working in a Help Desk role providing technical and software application support to end users.

Working knowledge of AV, Windows 10 or greater, Active Directory, Microsoft Office/Office 365 application suite, Mobile Devices, industry standard internet browsers, networking, and network printing. Experience in hardware and software systems setup.

Experience in desktop deployment, desktop support, mobile device management, Microsoft office application support, user account management, peripheral troubleshooting, desktop imaging/deployment, antivirus and anti-malware products, and ticketing systems.

Preferred Qualifications

1-2 years experience as a digital court reporter or AV technician. Working experience with AV equipment. Knowledge of specialized vocabulary used in judicial proceedings. Basic computer and networking knowledge. Experience with audio playback software. Familiarity with cameras, HDMI converters, cabling and microphones. Working knowledge of cloud-based storage solutions. Basic understanding of user account management on local PCs and cloud joined identity management solutions such as Azure AD.

Three of the following certifications are preferred: A+, Network+, Security+, MCP, MOS, MTA; OR 4+ years with recent experience applicable to Help Desk functions. Familiar with SharePoint, Crystal Reports and Audio Visual technologies.

Additional Comments

The South Carolina Judicial Branch offers an exceptional benefits package for FTE positions that include:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children;


• State Retirement Plan and Deferred Compensation Programs (Temporary positions have option to enroll);


• 15 days paid annual (vacation) leave per year;


• 15 days paid sick leave per year;


• Option to designate 10 days of earned paid sick leave per year as family sick leave;


• 13 paid state holidays;


• Paid Parental Leave; and


• Workers’ Compensation Benefits

Benefits For State Employees

The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.

Insurance Benefits

Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.

Retirement Benefits

State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.

Workplace Benefits

State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.

Note:

The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.