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NEOGOV · 4 hours ago

DSS INTERNAL Helpdesk Endpoint Specialist / 61014275

United States

Full-time

Remote

New Grad, Entry Level

$52K/yr - $70K/yr

NEOGOV is seeking a Helpdesk Endpoint Specialist for the South Carolina Department of Social Services. This role involves providing remote technical support in a high-volume service desk environment, focusing on ticket management, troubleshooting, and communication with agency staff.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Responsibilities

The Helpdesk Endpoint Specialist provides remote technical support to agency staff in a high-volume service desk environment

The position focuses on ticket intake, triage, and accurate routing of requests, while delivering second-level support for endpoint and business application issues that can be resolved remotely

Utilizing established procedures, troubleshooting guides, and standardized workflows, the specialist handles recurring issues in agency-supported systems - such as account changes, access requests, and other scripted support tasks - before escalation to field, endpoint, or infrastructure teams when further action is needed

The role documents incoming tickets, asks clarifying questions, maintains clear records in the ticketing system, follows security and support standards, and provides consistent, professional communication with end users

Provide remote troubleshooting for desktops, laptops, mobile devices, and peripherals when issues exceed Tier 1 scope but can be resolved using documented procedures and tools

Record, update, and track support requests in the agency's ticketing system

Review information from Tier 1 and users, confirm key details, and prioritize tickets according to established guidelines

Use established workflows and troubleshooting guides to resolve recurring issues in agency-supported applications

Assist with scripted tasks such as account changes, access requests, and other standard service requests

When problems cannot be resolved remotely or require higher-level access, gather relevant information, document steps taken, and escalate to the Field Support team or other designated technical teams following defined escalation paths

Communicate with users by phone, email, and collaboration tools to clarify issues, provide updates, and confirm resolution

Maintain a professional, patient tone and ensure users know the status of their requests

Document resolutions, update ticket notes, and suggest improvements to existing procedures or knowledge base articles when recurring issues are identified

Perform other duties as assigned

Qualification

Remote technical supportTicket handlingEndpoint supportOffice automation systemsCustomer communication

Required

A High School Diploma and experience in office automation systems, data communications system design, installation, operation, repair, or processing of information in a data processing environment or related systems

Must possess a valid driver's license and have access to and be able to operate a motor vehicle