Help Desk Analyst / 61015773

Full Job Description

Do you have a passion to provide meaningful contributions to your community? Would you like to be part of an organization whose central mission is helping to protect, stabilize and strengthen the lives of South Carolina's children, families, and vulnerable adults? If so, the SC Department of Social Services has the right job opportunity for you!

Job Duties:

The Help Desk Analyst provides first level technical support to agency staff in a high-volume service desk environment.

The role focuses on ticket intake, initial troubleshooting, and accurate documentation of user issues.

Using established scripts, knowledge base articles, and standard procedures, the technician resolves common technical problems and service requests.

Issues that cannot be resolved at this level are escalated with clear documentation to the Help Desk Endpoint Specialist, Field Support, or other technical teams.

The technician maintains professional communication, ensures users are informed of ticket status, and follows all security and support standards.

Ticket Intake, Recording and Documentation. Accurately create, record, and update all technical support requests in the agency’s ticketing system.

Gather essential details to support proper prioritization, routing, and resolution by technical and application teams.

Use appropriate Category/Term/Item (CTI) selections when logging incidents and requests.

First Level Technical Support. Address and resolve routine Tier 1 issues such as password resets, account lockouts, basic account assistance, remote access requests, and other documented support tasks.

Provide prepared guidance and instructions to customers during service interruptions, maintenance windows, and application or service projects.

• Standard Service Requests and Application Support. Complete predefined, scripted service desk tasks and follow established workflows to assist with recurring issues in agency supported applications when resolution is possible through direct client instruction or documented procedures.

Issue Escalation and Coordination. Identify issues that fall outside Tier 1 scope.

Document steps taken, gather relevant information, and escalate to the Help Desk Endpoint Specialist, Field Support, or other designated technical, application, or service teams.

Coordinate with other agency help desks as needed and provide users with contact information for non-agency support teams when issues belong to another State entity.

Customer Communication and Service Quality. Communicate with users by phone, email, and collaboration tools to gather information, clarify issues, provide updates, and confirm resolution.

Maintain a professional, patient, and service-oriented attitude. Ensure users understand the status of their requests and receive a positive support experience.

Knowledge Base Use, Documentation and Instructional Materials. Use existing knowledge base articles to resolve issues.

Document resolutions, update ticket notes, and contribute to self-help and staff knowledge resources. Create or maintain instructional documents and user guides for common issues and requests.

• Data Protection and Security Compliance. Ensure that personally identifying information (PII) is properly accessed, used, gathered, shared, and disposed of according to policy. Safeguard agency systems, equipment, and data by following established security standards and procedures.

Requirements

A High School Diploma and basic experience using computers, office software, or customer service systems.

Experience may include general computer use, basic troubleshooting, or assisting others with routine technical issues.

A degree in a related field may substitute for experience on a year for year basis.

Additional Information

This application for employment with the SC Department of Social Services must be completed in its entirety. A resume may be included; but shall not be substituted in lieu of the completion of this application in part or in whole. "See Resume" is not acceptable information for the completion of any part of the requirements of this application. If such is submitted, this employment application will be considered incomplete and may not be forwarded as eligible for consideration to hiring managers.

Works in a professional office setting with frequent use of computers, phones, email, and the ticketing system. Primarily sedentary role with occasional lifting up to 25 lbs. Occasional travel to DSS offices; rare overnight travel for training or meetings. Must have a valid DL.

If you certify, by completion and submission of this application, that you possess educational credentials that qualify you for the available DSS positions, you will be required to provide a certified official transcript, if you are selected for job offer.

DIVISION: Information Technology / Richland County

The South Carolina Department of Social Services offers an exceptional benefits package that includes:

• Health, Dental, Vison, Long Term Disability, and Life Insurance for Employee, Spouse, and Children
• 15 days annual (vacation) leave per year
• 15 days sick leave per year
• 13 paid holidays
• Paid Parental Leave
• State Retirement Plan and Deferred Compensation Programs