End-User Services Technician

State of South Carolina•Charleston County, SC

1d•Hybrid

About The Position

As part of the End User Services team within our Office of Technology, you’ll play a critical role in supporting the technology that powers our environmental programs. In this role, you’ll work independently with limited supervision while providing Tier II technical support to end users and customers, delivering solutions for computer problems and operating systems to ensure productivity. From installation and maintenance to upgrades, troubleshooting, and securing systems, your work will keep our teams connected and equipped to protect South Carolina’s natural resources.

Requirements

High school diploma and experience in office automation systems, data communications, system design, installation, operation, repair, or related IT environments.
A degree in a related field may be substituted for the required experience on a year-for-year basis.
Must successfully pass a background check.
Moderate knowledge and proficiency in a wide variety of applications, operating systems, protocols, and requirements used in customer organizations.
Understanding of IT techniques for supporting computer hardware, software, mobile devices, and peripherals in an enterprise environment.
Strong problem-solving and analytical skills.
Ability to communicate effectively and build strong working relationships with customers, peers, and management, both verbally and in writing.
May be required to occasionally lift up to 25 lbs.
Occasional travel within the region may be required using a state vehicle.

Nice To Haves

Comp TIA A+, Network+, Security+, and other certifications (recommended but not required).

Responsibilities

Diagnose, troubleshoot, and resolve moderately complex hardware and software issues reported by customers.
Deliver proactive and timely solutions to tickets based on severity.
Install, configure, upgrade, and maintain a variety of customer hardware and software systems to provide secure and reliable technology.
Assist in identifying and troubleshooting network-related issues to maintain connectivity.
Act as an escalation point for Tier I Service Desk tickets and resolve issues promptly.
Research and analyze trends in customer support needs to improve processes.
Apply and enforce rigorous information security standards across all platforms and processes.
Advise on hardware and software purchases and pursue ongoing training to stay current with emerging technologies.