Service Desk Technician I - Columbia

State of South Carolina; Columbia (SC); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Job security

Health insurance

Retirement benefits

Work-life balance

Job summary

South Carolina Department of Employment and Workforce (DEW) is seeking a Service Desk Technician I to join the IT Operations team. The role handles inbound IT incidents and service requests, communicating with customers, vendors, and IT staff to ensure timely resolutions and high-quality service.

The ideal candidate will have strong customer service skills, basic IT knowledge, and the ability to work under supervision to restore services and support users effectively.

Qualifications

• High school diploma required; experience in office automation systems, data communications system design, installation, operation, repair, sales or processing of information in a data processing environment or related systems.
• Associate or Bachelor's degree may substitute for the required work experience.

Responsibilities

• Act as a liaison between users and the DEW Division of Information and Business Solutions, handling incidents and service requests through logging, classification, prioritization, investigation, escalation (if needed), resolution, recovery, and closure.
• Manage service interruptions or quality reductions, ensuring timely restoration of services within agreed timescales.
• Install, deploy, maintain, relocate, and configure personal computers, printers, and other peripherals.
• Install, maintain, patch, and configure operating systems and software applications.
• Assist with inventory management tasks.
• Provide training to users on the proper utilization of hardware and software resources.
• Follow established procedures and protocols for efficient and effective service delivery.

Skills

Customer service

Interpersonal skills

IT problem-solving

Communication skills

Education

High school diploma

Associate or Bachelor's degree substitution for work experience

Job description

About Us

Business is booming in South Carolina! Are you ready to be a part of developing and connecting the next generation of workers in this state? Year after year, experts pick our state as one of the best in the country for doing business. Just last year, South Carolina announced more than 8,000 new jobs and $9.12 billion in capital investment. Entrepreneurs are flocking to cities like Greenville, Charleston, Columbia, and Rock Hill to start and grow their businesses. And our hospitality industry is primed to take off as travelers from around the world continue to discover the beauty and accessibility of South Carolina's mountains and coast.

Here at the South Carolina Department of Employment and Workforce (DEW), we are laser-focused on connecting every jobseeker who comes through our doors with their next great career opportunity! Are you looking for a meaningful position at an agency brimming with optimism and camaraderie that also offers job security, affordable health insurance, great retirement benefits, and work-life balance? If so, continue reading to discover your chance to make a difference at DEW!

• job security, affordable health insurance, great retirement benefits, and work-life balance

Job Description

Take your IT career to the next level and make a positive impact on South Carolina's workforce by bringing your IT problem-solving skills and exceptional customer service to DEW.

Our Service Desk Technician I serves within the IT Operations department. The role will process inbound IT incidents and service requests for the agency. An ideal candidate will communicate with all customers, vendors, and other IT personnel with excellent interpersonal and customer service skills.

Key Responsibilities

Under general supervision, the Service Desk Technician I will:

• Act as a liaison between users and the DEW Division of Information and Business Solutions, handling incidents and service requests through logging, classification, prioritization, investigation, escalation (if needed), resolution, recovery, and closure.
• Manage service interruptions or quality reductions, ensuring timely restoration of services within agreed timescales.
• Install, deploy, maintain, relocate, and configure personal computers, printers, and other peripherals.
• Install, maintain, patch, and configure operating systems and software applications.
• Assist with inventory management tasks.
• Provide training to users on the proper utilization of hardware and software resources.
• Follow established procedures and protocols for efficient and effective service delivery.

Education and Experience

A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems.

An associate degree or a bachelor's degree in a related field may be substituted for the required work experience.

Previous service desk experience, workstation troubleshooting experience, and great customer service skills.