South Carolina Department of Motor Vehicles · 2 days ago
IT Customer Support Specialist III / IT Customer Support Specialist III - 184712
Columbia, SC
Full-time
Onsite
Entry, Mid Level
2+ years expThe South Carolina Department of Motor Vehicles is seeking an IT Customer Support Specialist III to join their team. This role involves providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware, while also supervising a team in the IT Help Desk Unit.
Government Administration
No H1B
Responsibilities
Serves as the backup supervisor when the IT Helpdesk manager or supervisor is unavailable. Includes adding and disabling users in Active Directory as well adding customer accounts in MS Exchange and Phoenix. Reports any system outages to the necessary parties. Assists with yearly access reviews and renewals
Answer and track moderately complex to complex incoming calls and e-mail requests for technology assistance, including assistance PC hardware and peripherals, and telephone and network connectivity
Provide first/second tier support by troubleshooting, reporting and resolving system, PC hardware and peripherals, and network problems. This moderately complex to complex level of support will require direct support of end-users’ workstations and other system equipment and software within the agency
Generates help desk tickets and forwards service requests to the appropriate technician; monitors open tickets, provides update status to users, and generates data collection for performance monitoring
Provide moderately complex to complex support to external users regarding accessing and user agency systems
Produce reports and trouble analysis for the DMV IT Help Desk and management. Look for trends in tickets and calls
As a member of the information security incident response team (ISIRT), utilizes available network and software tools, DMV policies, processes and procedures to detect, identify, troubleshoot, isolate, and correct data/equipment/network related security issues. Assists other ISIRT team members and responds to emails. ISIRT team members will ensure the CIO and ISO are informed of all actions performed or needed. Documents incident on the tracking log
Perform other duties as assigned by IT leadership
Qualification
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
An associate degree or a bachelor's degree in a related field may be substituted for the required work experience
Moderately complex knowledge of capabilities and intricacies of systems and applications
Ability to understand and carry out moderately complex to complex technical and non-technical instructions and requests
Ability to analyze and convert moderately complex to complex technical instructions to materials that can be understood by non-technical personnel
Ability to work effectively with internal and external users
Ability to plan, direct, instruct, and review the work of support personnel
Ability to use problem management database and help desk systems
Positive attitude and high comfort level in a team-oriented working environment
Works under general guidance of manager or supervisor. Employee has general discretion to use own good judgement in accordance with industry Best Practices documents and procedures
Employee will be in close communication with the direct manager or supervisor
Position requires a valid South Carolina driver license
Help Desk staff is required to work extended hours and shift rotation
The job requires sitting for prolonged periods and extended time spent at a computer terminal
Preferred
Associate's degree in a related field and 2 years of experience in a computer support, help desk position, or customer support
Benefits
Health, dental, vision, long term disability, and life insurance for employees, spouse and children (also available for temporary employees working over 30 hours per week)
15 days annual (vacation) leave per year
15 days sick leave per year
13 paid holidays
State Retirement Plan and Deferred Compensation Programs (optional for Temporary Employees)
An exceptional Employee Assistance Program (EAP) at no cost to the employee or members of their household
Company
South Carolina Department of Motor Vehicles
The South Carolina Department of Motor Vehicles (SCDMV) administers the state's motor vehicle licensing and titling laws by maintaining strict controls to deliver secure and valid identification, licenses, and property records, while accurately accounting for the receipt and timely distribution of all revenue collected in order to best serve our citizens.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Deborah Mangels
Agency Chief Information Officer
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