IT Customer Support Specialist III

State of South Carolina

Columbia (SC)

On-site

USD 40,000 - 60,000

Full time

15 hours ago

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Benefits offered by this job

Health insurance

Paid vacation and sick leave

State retirement plan

Paid holidays

Job summary

South Carolina Law Enforcement Division (SLED) is seeking an IT Help Desk specialist to deliver first level technical support for hardware, software, and network issues. You will document incidents, monitor systems, and assist with day-to-day enterprise technology services.

The role requires strong customer service, adherence to procedures, and the ability to participate in on-call rotations for after-hours support.

Qualifications

High school diploma or equivalent; experience in office automation systems or data processing is required.
Associate's or Bachelor's degree may substitute for required work experience.

Responsibilities

Provide first level technical support to customers, documenting incidents and resolving routine hardware, software, and technology issues.
Monitor IT systems, maintain user documentation, and support day-to-day operation of enterprise technology services.
Escalate complex issues to higher-level teams and ensure timely, professional service and resolution.

Skills

Customer service

Help desk

Communication

Problem solving

Education

Associate's or Bachelor's degree substitution for experience

High school diploma

Tools

Office 365

Windows 10/11

Help desk software

Job description

About SLED

The South Carolina Law Enforcement Division (SLED) is a premier statewide law enforcement agency dedicated to serving and protecting the citizens of South Carolina. With a proud history rooted in integrity, professionalism, and public service, SLED is committed to providing high-quality investigative, intelligence, and forensic services to support law enforcement agencies across the state.

Job Responsibilities

About SLED

At SLED, we value dedication, ethical conduct, accountability, and a strong commitment to justice. Our agency plays a vital role in maintaining public safety and supporting criminal justice efforts at the local, state, and federal levels. From advanced forensic science to homeland security, criminal investigations, and criminal justice information systems, SLED's diverse responsibilities make it one of the most dynamic law enforcement agencies in the state.

We foster a professional work environment where teamwork, respect, and continuous improvement are fundamental. Our employees are held to the highest standards and are given opportunities to grow within a mission-driven organization that makes a meaningful difference in South Carolina communities.

Learn more about why you should join our team at www.sled.sc.gov.

General Responsibility

Provide first level technical support to customers by responding to requests for assistance, documenting incidents, and resolving routine hardware, software, and technology related issues using established procedures. Assist with monitoring IT systems and equipment, maintain user and procedural documentation, and support day-to-day operation of enterprise technology services. Escalate complex issues to higher-level support teams as needed while delivering timely, professional customer service and ensure documentation of all service requests and resolutions.

Specific Duties

Gather and record technical information from customers. Determine the nature of the call and use your experience and the internal knowledge database to diagnose, isolate, and resolve the issues or appropriately **escalate** to ensure customer satisfaction; transfer knowledge to team members to ensure proficient ticket resolution.
Record the problem description, including specific error messages and/or symptoms, any troubleshooting steps taken, and the result, and the solution, if applicable in the help desk log. Track the status of open/unresolved tickets and follow up with the technicians and the customers to ensure SLA's are met and customer satisfaction is maintained. Follow-up on closed service requests to ensure customer satisfaction. Identify and suggest possible improvements to processes and procedures.
Troubleshoot and diagnose network connectivity issues affecting the Law Enforcement Message switch, agencies, and other entities connection to the switch or the SLED network; Monitor and act on any abnormalities detected that would affect performance or availability of the law enforcement network.
Monitor and respond to system alerts promptly and appropriately. These alerts include analyzing queries, error messages, and malfunctions. Plan, organize and coordinate the daily schedules for the backups and other processing jobs.

Minimum And Additional Requirements

High school diploma and experience in office automation systems, data communications system design, installation, operation, repair, and/or processing of information in a data processing environment and related systems.
An associate's degree or bachelor's degree may be substituted for required work experience.
Experience using help desk, ticketing, and problem management systems to document, track, and resolve incidents and service requests.
Excellent customer service skills with the ability to respond effectively to inquiries received by phone, e-mail, or walk-in.
Must be able to adhere to established procedures and maintain confidentiality and professionalism when handling sensitive information.
Position may require extended work hours, including availability to work state holidays, nights, weekends, and during emergency/disaster events.
This position supports 24/7 end user support services, which will include participating in a rotating on-call schedule to provide after hours support.

Additional Comments

South Carolina Law Enforcement Division (SLED) is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.

SLED 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

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.

What is your highest level of education?

High School Diploma or equivalent
Associate's Degree
Bachelor's Degree
Master's Degree

Do you have experience with basic Office 365 applications and Windows 10/11 operating systems?

Please describe any relevant experience.

I understand that this position may require extended work hours and requires availability on state holidays, nights, weekends, and during emergency/disaster events.

If offered the position, are you willing to accept a salary offer of $45,300?

As part of the application process, are you willing to submit to a background investigation to include: a criminal history check, driving record, history of drug use, employer and personal reference checks?

Have you ever used/experimented with any illegal drugs? If yes, provide name of drug and last date used.

Have you ever purchased or sold any illegal drugs? If yes, provide name of drug and date of action.

As a condition of employment, I understand that all sworn and non-sworn employees, including contract and temporary employees will be subject to random drug testing.

I have read each question carefully and affirm or attest that all questions answered are true and correct?

Will you need reasonable accommodations to participate in the selection procedures (e.g., interview, written tests, or job demonstrations)? If yes, contact the human resources office of the S.C. Law Enforcement Division.

How did you learn about this career opportunity? (Careers.SC.Gov; LinkedIn; Employee Referral; Career Fair; Direct E-Mail; Etc.) Please specify below.