Help Desk Support Specialist, Senior

Full Job Description

The South Carolina Judicial Branch invites applications for the Help Desk Support Specialist Senior position in the South Carolina Judicial Branch.

Under limited supervision, provides senior level technical support of applications, workstations, peripherals, mobile devices, shared resources, and end user account administration through troubleshooting of systems and equipment, and diagnosis and resolution of issues for all Judicial Branch (SCJB) employees. Ensures a high level of customer support and services are consistently provided with limited down time. This leadership role is responsible for making sure SCJB’s IT Help Desk is delivering daily operations at a high standard of service in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE POSITION
Analyzes, troubleshoots, and provides solutions to issues relating to SCJB’s hardware and software technologies. Assembles, configures, installs and maintains computer equipment, peripherals and mobile devices. Creates and maintains user profiles in Active Directory, Microsoft Endpoint Configuration Manager (formerly SCCM), Microsoft Exchange, Microsoft Skype for Business, KnowBe4 Security Awareness Training and the Help Desk ticketing software. Manages user home folder directories. Subject matter expert for Microsoft Office and Office 365 applications.

Provides an overview of IT for onboarding of new SCJB employees. Conducts technology training and develops training material.

Performs troubleshooting technologies using industry standards and resolution of security issues related to anti-virus, anti-malware, hard drive encryption, email encryption and external media encryption.

Responsible for creating and maintaining Window's client operating system images for deployment of desktop and laptop computers for SCJB employees. Assists the SCCM Administrator with the rollout of Windows updates, feature updates and Bitlocker encryption to end users to maintain security of SCJB issued equipment. Performs regular evaluations of computer hardware, software, mobile devices and provides recommendationsto management to ensure adequate end user support is being provided. Research and solicits quotes for computers, software, peripherals and mobile devices from vendors.

Assists in the development and documentation of test procedures used to resolve or escalate issues relating to requests for technical support within our ticketing application. Advanced conference room and courtroom support/setup and training.

Diagnose issues by running diagnostic and networking tools consisting of but not limited to ping, ipconfig, tracert, performance monitor, reliability monitor, resultant set of policy (RSoP) and the hardware diagnostics tool at startup. Repairs advanced problems in response to customer reported technical issues.

Establishes effective working relationships with SCJB employees, County IT staff, other Judicial personnel, attorneys and paralegals.

Assists with recording changes in assignment and location of computer equipment for inventory purposes including surplus equipment by using Ivanti Asset Manager. Distributes and coordinates completion of annual inventory reports of circuit and family court assets. Utilizes the Help Desk ticketing system to track problems from initial occurrence through resolution. Secondary application support for Ivanti Service Manager to include asset entry, form changes and user profile administration.

This position serves as team lead and must be able to provide guidance to other Help Desk members during everyday operations. Stays current on technology trends and ensures other technicians are aware of any technology changes.

Performs other duties as designated by the Help Desk Manager.

Requirements

A bachelor's degree in Computer Science, Technology Management or Business Administration and (4+) years of documented Help Desk support experience; OR an associate degree in Computer Science, Technology Management or Business Administration and at six (6+) years of documented Help Desk experience; OR a high school diploma and at least eight (8+) years of documented experience working in Help Desk specific technologies.

Two of the following certifications are required: A+, Network +, Security +, MCP, MOS, or MTA.

Knowledgeable in computer operating systems, printer installation, cable management, task planning and scheduling, office automation systems, data communications, application installations, ticketing applications and troubleshooting techniques.

Proficient in the following: Windows 10, Active Directory, Microsoft Office application suite, mobile device management, industry standard internet browsers, networking, network printing and security best practices.

Experience working in a lead help desk technician role in desktop deployment, asset management, desktop support, mobile device setup, deployment and troubleshooting, AV setup and management, Microsoft Office application support, user account management, peripheral troubleshooting, os imaging/deployment, antivirus and anti-malware products, and ticketing systems. Experience in providing technical and software application support and training to end users and technical instruction to subordinates. Experience in hardware and software systems setup and developing documentation of test procedures and processes.

Ability to provide leadership, guidance and technical training to Help Desk technicians. Ability to mentor and train staff. Ability to follow technical instructions and requests. Strong analytical and problem solving/troubleshooting skills are required. Must possess advanced organizational and analytical skills. Ability to work independently, as well as part of a team. Ability to communicate effectively, both orally and in writing. Ability to perform root cause analyze, research, resolve and document solutions. Ability to grasp new concepts and terminology quickly. Must be able to analyze and identify trends in issues reported and devise preventative solutions. Knowledge of multiple computer environments, platforms, and technologies and in-depth knowledge of the agency's products. Must be able to establish and maintain good working relationships with Judicial Branch staff, management and vendors.

Qualifications

Three of the following certifications are preferred: A+, Network+, Security+, MCP, MOS, MTA; OR 4+ years with recent experience applicable to Help Desk functions. Familiar with SharePoint, Crystal Reports and Audio Visual technologies.

Additional Information

The South Carolina Judicial Branch offers an exceptional benefits package for FTE positions that include:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children;
• State Retirement Plan and Deferred Compensation Programs (Temporary positions have option to enroll);
• 15 days paid annual (vacation) leave per year;
• 15 days paid sick leave per year;
• Option to designate 10 days of earned paid sick leave per year as family sick leave;
• 13 paid state holidays;
• Paid Parental Leave; and
• Workers’ Compensation Benefits

EQUAL OPPORTUNITY EMPLOYER

The South Carolina Judicial Branch is an equal opportunity employer and is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, national origin, sex, gender, pregnancy, age, or disability.