Technical Support Technician (Tier 2) - IT Customer Support Specialist III - 60027643

Full Job Description

The mission of the South Carolina Department of Education is to serve students, support teachers, empower parents, and engage the community so that every student graduates prepared to reach their full potential.

Job Purpose:

The South Carolina Department of Education (SCDE) is seeking a Tier 2 Help Desk Technician who provides intermediate-level technical support to end users, resolving escalated issues from Tier 1 and assisting with hardware, software, imaging, A/V equipment, and surplus asset management.

This role requires strong troubleshooting skills, a customer-focused mindset, and the ability to work independently and collaboratively within a team.

Responsibilities:

• Technical Support & Customer Service
  1. Provide in-person, telephone, and email technical support to end users for desktop applications, web applications, productivity software, web publishing tools, and custom agency software.
  2. Diagnose, resolve, and document technical issues while maintaining resolution reports, FAQs, and knowledge-base articles to support future troubleshooting.
• Hardware Deployment & Inventory Management
  1. Conduct computer moves, equipment additions, and configuration changes for agency staff.
  2. Perform hardware inventory duties, including equipment receipt documentation, tagging of new assets, and periodic physical inventory validation.
  3. Assist with agency-wide technical upgrades and routine maintenance of desktop and laptop systems.
• Desktop, Laptop, & Peripheral Support
  1. Support installation, configuration, update, and maintenance of desktop systems, laptops, peripherals, and related software in accordance with agency standards.
  2. Perform hardware break/fix services and assist IT Management with diagnostics for desktop environment issues.
• A/V & Conference Room Technology Support
  1. Perform basic management, configuration, and troubleshooting of audio-visual systems and presentation technologies used in agency meeting spaces.
  2. Support operation of recording equipment, projectors, flat-panel displays, video cameras, and video-conferencing or collaboration platforms.
• Network Support
  1. Assist with troubleshooting and maintenance of the agency’s LAN/WAN infrastructure.
  2. Participate in departmental technology projects and support tasks assigned by IT management.
  3. Help maintain password integrity, file system security, and adherence to security guidelines within the agency computing environment.

• Working Conditions:

  • Previous customer service or technical support experience is a plus.
  • Primarily office-based with frequent use of phones and computers.
  • May require occasional lifting of equipment (up to 25 lbs.).
  • Must be able to work in a fast-paced environment and manage multiple tasks simultaneously.
  • Standard business hours with potential for on-call or after-hours support.

This position is located in the Office of Information Technology.

Requirements

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.

Qualifications

Bachelor’s Degree in Information Technology, Computer Science, Engineering, Technology, Mathematics, or Management Information Systems and four (4) years of related experience;

or

Associate degree and six (6) years of experience with:

• Computer hardware and software
• Modern network equipment
• Server administration
• Web or programming development
• Audiovisual systems
• Desktop/email/phone support for end users

Additional Information

As part of a generous compensation package, we offer comprehensive benefits that include paid time off, preeminent health care benefits, professional development opportunities, a pension, a 401(k), and a hybrid work schedule with the option to work remotely.

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

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

ONLY THOSE APPLICANTS CHOSEN FOR AN INTERVIEW WILL BE NOTIFIED BY LETTER THAT THE POSITION HAS BEEN FILLED.

http://www.ed.sc.gov/jobs/human-resources/title-ix-nondiscrimination/