IT Service Desk

IT Service Desk
HYBRID - SC, USA

• Understand the interactions between systems, applications, and services within the environment, and evaluate the impact of changes or additions.
• Analyze systems and perform usability testing to ensure performance and reliability, enhance scalability, and meet security requirements.
• Understand user and process requirements and ensure those requirements can be achieved through high quality deliverables.
• Work closely with Agency Security, End User Support, Network Services, and Network Communications teams to identify, prevent, and mitigate network and client vulnerabilities.
• Provide technical expertise for ongoing development and support of the SC Department of Social Services voice and data communication networks, systems and services deployed in support of the Agency s Early Care and Education staff
• Consult with and assist Agency infrastructure team and Agency partners to achieve, monitor and resolve telecommunication problems between endpoints.
• Understand the interactions between systems, applications, and services within the environment, and evaluate the impact of changes or additions.
• Able to provide remote communications troubleshooting support of DSS IT systems and services (including those external to SC DSS), providing technical expertise requiring a wide range of IT device and service knowledge and experience.
• Available to work off hours and on weekend to implement scheduled maintenance if needed.
• To diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.
• To assist Agency users Early Care and Education staff with any logged IT related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the Early Care and Education customers as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware.
• To resolve incidents with printers, copiers and scanners.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical staff at all levels in the organize.
  IT SERVICE DESK
  
• ABILITY TO DIAGNOSE AND TROUBLESHOOT COMPUTER AND NETWORK PROBLEMS
• DESKTOP/SERVER SUPPORT
• PC SETUP, CONFIG, & DEPLOYMENT
• MICROSOFT (MS) OFFICE INSTALLATION
• MS OFFICE 365 E-MAIL, ONE DRIVE, AND TEAMS
• PROFICIENCY CONFIGURING AND TROUBLESHOOTING WINDOWS 11 OPERATING SYSTEMS (CLIENT/SERVER ENVIRONMENT)
• IP BASED PRINTING
• SUPPORTING APPLE IPHONES
• END USER CONFIGURATION AND MANAGEMENT OF VOIP
• VALID DRIVERS LICENSE
• VERBAL COMMUNICATION SKILLS
• WRITTEN COMMUNICATION SKILLS
• SELF STARTER ABILITY TO DEAL EFFECTIVELY WITH THE NEEDS OF TECHNICAL PEERS, TECHNICAL AND USER MANAGEMENT, USERS, VENDORS, AND STAFF MEMBERS, AND TO COMMUNICATE CLEARLY AND EFFECTIVELY IN SPOKEN AND WRITTEN FORM.