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State of South Carolina · 1 day ago

Office of Information Technology (OIT) - Endpoint Technician I (60017913)

Columbia, SC

Full-time

Onsite

New Grad, Entry Level

The State of South Carolina is seeking an Endpoint Technician I to provide professional customer support for enterprise applications and technologies. The role involves installation, maintenance, troubleshooting, and training for various hardware and software systems, ensuring timely support across multiple divisions within the agency.

Government

Responsibilities

Provides professional customer support for enterprise applications, operating systems, endpoints, and peripheral devices and technologies, including installation, maintenance, upgrades, troubleshooting, training, problem resolution, acquisition, and replacement

Supports multiple divisions within the agency and the unique equipment/technologies associated with their operations

Support of the agency's divisions may occur outside of normal business hours, during special events (i.e. annual emergency drills), major incidents or during states of emergency operations (i.e. hurricanes, ice storms, etc.)

Installs, configures, and maintains customer hardware and software

Troubleshoots, repairs, and resolves software and device issues

Responds to requests for service from customers and management in a timely manner

Performs after-hours 'on call' support on a regular basis

Regularly answers and documents inbound help desk calls, ensuring timely coverage of the help desk line and sharing call volume fairly with team members

Provides end-user support, routes and escalates calls, creates and disseminates trouble tickets, and continuously monitors and responds to help desk emails

Provides Tier 1, 2, & 3 support (onsite/remote) for all South Carolina Department of Public Safety (SCDPS) sites (Troop Posts, weigh stations, Telecommunication Centers, and SCDPS Head Quarters) on a scheduled or as needed basis

Thoroughly documents interactions from start to finish in the OIT ticketing system

Accommodates smooth on-boarding of new SCDPS employees by setting up and configuring endpoints, workstations, phone systems, and peripherals

Acts as an intermediary between customers and third-party vendors to resolve software problems, account issues, changes, and requests

Documents and disseminate progress in coordination with relevant stakeholders

Other OIT operation duties as assigned

Qualification

Customer supportTroubleshootingEndpoint configurationOffice automation systemsData communicationsAnalytical skillsProblem-solving skillsEffective 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

A degree in a related field may be substituted for the required experience on a year-for-year basis

Moderate knowledge of and skill in using a wide variety of applications, operating systems, protocols, and equipment used in customer organizations

Moderate complex problem-solving skills

Moderate complex analytical skills

Ability to communicate effectively and professionally, including written and verbally, with customers, peers, and management

The employee will receive work order via phone, email, customer walk-up, or from the SCDPS trouble ticketing system

Employee will travel to remote sites with limited supervision

Incumbent could be expected to bend, stoop, squat, or stand on hard surfaces for approximately 50% of the time

Individual could be expected to lift and move equipment weighting between 20 and 80 lbs. for approximately 25% of the time