Service Desk Technician

City of Santa Fe Springs; Conway (SC); On-site; USD 44,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

LTD insurance

Basic Life Insurance

Vision insurance

401(k)/457 plans

Paid leave & holidays

Wellness program

Job summary

Horry County is seeking a Service Desk Technician to join the Network Infrastructure team. This on-site role provides first-line end-user support, troubleshooting, and deployment tasks for desktops, laptops, mobile devices, and enterprise apps.

You will work with AD, M365, Intune, DNS, DHCP, and Configuration Manager while collaborating with Security, Systems, and Networking teams to maintain a secure, reliable computing environment and assist in IT projects and patch management.

Qualifications

• BA/BS in information systems or equivalent education and experience.
• Experience supporting Microsoft Windows desktop OS in an enterprise environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple assignments in a fast-paced setting.
• Excellent written and verbal communication for customer service.

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, mobile devices, peripherals, and related tech.
• Document incidents, requests, resolutions, and knowledge articles in the service management platform.
• Escalate complex issues to appropriate teams to ensure timely resolution.
• Provide excellent customer service with clear, professional communication.
• Troubleshoot and support Microsoft technologies including Windows, M365, AD, Group Policy, DNS, DHCP, Intune, and related systems.
• Configure and maintain software deployment and endpoint configurations using Intune and Configuration Manager.
• Assist with workstation imaging, deployments, OS upgrades, and endpoint patch management.
• Generate reports and maintain asset/inventory and license documentation.
• Evaluate new hardware/software for compatibility with the County environment.
• Assist with planning and supporting IT projects of varying size and complexity.
• Collaborate with Infrastructure, Security, Systems, and Networking teams to maintain a secure computing environment.
• Follow security policies and best practices to protect County systems.
• Participate in on-call rotations and occasional after-hours support.

Skills

Windows OS

Microsoft 365

Active Directory

DNS

DHCP

Intune

Configuration Manager

Security tools

Automation/scripting

Customer service

Education

BA/BS in information systems

Tools

Intune

Configuration Manager

Active Directory

DNS

DHCP

Microsoft 365

VMware vSphere/Horizon View

Ticketing system

Job description

General 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 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.

Duties for this Position

• 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.

Additional Information

• 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.

Retirement

• Participate in the South Carolina State Retirement System with strong employer contributions (SCRS or PORS).


• Take advantage of optional retirement saving through tax-favored 401(k)/457 accounts to further secure your future.

Health & Insurance

• Employer-funded health and dental insurance, plus employer-funded Long-Term Disability (LTD) and Basic Life Insurance coverage.


• Vision coverage and additional insurance options available for employees and dependents.

Wellness

• Prioritize your well-being with total access to our Wellness Center, free gym, wellness incentives, and employee-family counseling via EAP.

Paid Leave & Holidays

• Benefit from generous paid leave accruals that grow over time, plus 13 paid holidays.