IT Service Desk Tech II: Expert User Support & ITIL

State of South Carolina; Columbia (SC); On-site; USD 52,000 - 76,000; Full time

Job summary

State of South Carolina's Department of Employment and Workforce (DEW) seeks a Service Desk Technician II in Columbia to process IT incidents and service requests within the IT Operations department. The role emphasizes customer service, timely resolutions, and quality restoration of services.

Ideal candidates will have a bachelor’s degree or equivalent, with experience in Office 365 accounts, VPN token issuance, and ITIL troubleshooting approaches.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Teamwork

Problem solving

Time management

Education

Bachelor's degree

Tools

Microsoft Office 365

VPN

Job description

State of South Carolina's Department of Employment and Workforce (DEW) seeks a Service Desk Technician II in Columbia to process IT incidents and service requests within the IT Operations department. The role emphasizes customer service, timely resolutions, and quality restoration of services.

Ideal candidates will have a bachelor’s degree or equivalent, with experience in Office 365 accounts, VPN token issuance, and ITIL troubleshooting approaches.