Service Desk Technician I - Columbia

State-of-South-Carolina; South Carolina; Presencial; USD 38.000 - 48.000; Jornada completa

Descripción de la vacante

The South Carolina Department of Employment and Workforce (DEW) seeks an IT Service Desk Technician I to join the IT Operations team. The role processes inbound incidents and service requests, communicating with customers, vendors, and IT personnel to resolve issues promptly.

Ideal candidates hold a high school diploma with related office automation or data processing experience, and demonstrate excellent customer service. An associate or bachelor’s degree may substitute for experience.

Formación

• High school diploma required.
• Associate or bachelor’s degree may substitute for experience.
• Previous service desk and workstation troubleshooting experience.
• Excellent customer service and interpersonal skills.

Responsabilidades

• Act as a liaison between users and IT staff, handling incidents and service requests.
• Log, classify, prioritize, investigate, escalate, and resolve issues.
• Restore services within agreed timescales.
• Install and configure PCs, printers, and peripherals.
• Maintain operating systems and software applications.
• Provide user training on hardware and software usage.
• Follow established procedures for service delivery.

Conocimientos

Customer service

Interpersonal skills

Incident handling

Educación

High school diploma

Herramientas

Windows OS

Printers

Software applications

Descripción del empleo

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 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

• 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.