Service Desk Technician

Horry County Government; Conway (SC); On-site; USD 42,000 - 56,000; Full time

Job summary

Horry County Government is seeking a Service Desk Technician to join the Network Infrastructure team on-site, providing end-user support for employees and operations. You will diagnose and resolve hardware, software, and network issues, configure devices, and document incidents in the service management system.

You will work with Microsoft technologies (Windows, Microsoft 365, Active Directory, Group Policy, DNS, DHCP, Intune) and deploy software, manage endpoints, and assist with imaging and

Qualifications

• BA/BS in information systems or equivalent education/experience.
• Experience supporting Windows desktop OS in an enterprise environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Excellent written and verbal communication and customer service.
• Background checks and pre-employment screening required.

Responsibilities

• Serve as the primary point of contact for technical support requests from on-site and remote users.
• Diagnose, troubleshoot, and resolve hardware, software, OS, network, and application issues.
• Install, configure, maintain, and support desktops, laptops, and mobile devices.
• Document incidents, requests, and resolutions in the service management system.
• Escalate issues beyond the Service Desk per procedures for timely resolution.
• Provide clear, professional communication to technical and non-technical users.
• Support Microsoft technologies: Windows, Microsoft 365, AD, Group Policy, DNS, DHCP, Intune; manage configurations.
• Configure and maintain software deployment packages and endpoints using Intune, Configuration Manager, and deployment tools.
• Assist with workstation imaging, software deployments, OS upgrades, and patch management.
• Generate inventory, licensing, endpoint compliance, and patch status reports; maintain documentation.
• Evaluate new hardware, software, and technologies for compatibility with the County environment.
• Assist with planning and supporting IT projects; collaborate with Infrastructure, Security, Systems, and Networking teams.
• Follow security policies and best practices to protect County systems and data.
• Participate in on-call rotation and provide after-hours support as needed.
• Other duties as assigned.

Skills

Customer-focused

Technical proficiency

Microsoft Windows

Microsoft 365

Active Directory

Group Policy

DNS

DHCP

Microsoft Intune

Endpoint management

Education

BA/BS in information systems

Tools

Microsoft Configuration Manager

VMware vSphere

Job description

The Service Desk Technician is a member of the Network Infrastructure team and reports to the Network Infrastructure Manager. This position is primarily on-site and plays a vital role in delivering reliable, secure, and efficient technology services that support Horry County employees and operations.

The ideal candidate is customer-focused, technically proficient, and committed to providing exceptional end-user support while contributing to the continuous improvement of the County's IT infrastructure and service delivery.

• Serve as the primary point of contact for technical support requests from both on-site and remote users.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, network, telecommunications, printer, and application issues.
• Install, configure, maintain, and support desktop computers, laptops, mobile devices, peripherals, and related technologies.
• Document incidents, service requests, resolutions, and knowledge articles within the County's service management platform.
• Escalate incidents beyond the scope of the Service Desk to the appropriate support teams in accordance with established procedures to ensure timely resolution.
• Provide excellent customer service by communicating clearly and professionally with both technical and non-technical users.
• Troubleshoot and support Microsoft technologies including Windows, Microsoft 365, Active Directory, Group Policy, DNS, DHCP, Microsoft Intune, and related enterprise systems.
• Configure, test, and maintain software deployment packages and endpoint configurations using Microsoft Intune, Microsoft Configuration Manager (or similar endpoint management platforms), and other deployment tools.
• Assist with workstation imaging, software deployments, operating system upgrades, and endpoint patch management.
• Generate reports and maintain documentation related to asset inventory, software licensing, endpoint compliance, and patch status.
• Test and evaluate new hardware, software, and emerging technologies for compatibility with the County's technology environment.
• Assist with planning, implementing, and supporting technology projects of varying size and complexity.
• Collaborate with Infrastructure, Security, Systems, and Networking teams to maintain a secure, reliable, and high-performing computing environment.
• Follow established security policies, standards, and best practices to protect County systems and information.
• Participate in the on-call rotation and provide occasional after-hours support during maintenance windows, upgrades, or emergency situations.
• Perform other duties as assigned.

• BA/BS in information systems, or an equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Experience supporting Microsoft Windows desktop operating systems in an enterprise environment.
• Demonstrated analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple assignments and work effectively in a fast-paced environment.
• Strong written and verbal communication skills with a commitment to exceptional customer service.
• The County must receive appropriate results to all background checks conducted for the successful candidate.
• Must be able to pass the required pre-employment physical and background check.
• Preference will be given to applicants with experience in one or more of the following: Microsoft M365 technologies, Security tools and practices, Automation and scripting, Microsoft Exchange (Online), Service Desk ticketing solutions, VMware vSphere and/or Horizon View, Relevant IT certifications.