Job Title : Help Desk & Desktop Support
Position Overview
Support the day-to-day technology needs of agency staff in a professional government and financial services environment. This contract-to-hire opportunity is suited to an IT support professional who enjoys troubleshooting technical issues, helping users, maintaining accurate IT records, and contributing to reliable IT operations.
The role provides front-line technical and customer service support, resolves routine hardware and software issues, manages user access requests, and coordinates with senior IT staff and managed service providers when additional assistance is needed.
What You'll Do / Key Responsibilities
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Serve as the first point of contact for staff requesting IT assistance by phone, email, or in person.
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Provide responsive, customer-focused support with an emphasis on resolving issues during the initial interaction.
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Troubleshoot routine issues involving desktops, laptops, mobile devices, printers, and standard software applications.
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Escalate complex technical issues to senior IT staff or managed service providers while keeping users informed.
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Process account setup, password resets, and access requests in accordance with agency policies and security standards.
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Manage security and distribution group membership in accordance with agency access policies.
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Perform post-maintenance testing following managed service provider maintenance windows and report identified issues.
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Open, track, and follow up on vendor tickets through resolution.
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Document support requests, resolutions, and user feedback in the agency's ticketing system.
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Educate users on IT best practices, system usage, and agency technology guidelines.
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Assist with IT initiatives and projects under supervision, including equipment rollouts and software updates.
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Perform occasional hardware troubleshooting and break/fix support, including diagnosing, repairing, or replacing desktops, laptops, peripherals, and mobile devices.
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Coordinate warranty and vendor repairs as needed.
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Maintain IT asset inventory records, including equipment assignment, receipt, deployment, and retirement, ensuring records remain accurate and audit-ready.
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Protect sensitive financial and accounting information by maintaining strict confidentiality and security.
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Perform occasional rotating after-hours support as required.
Required Qualifications
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At least 2 years of help desk or IT support experience.
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Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices.
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Bachelor's degree in Information Technology, Computer Science, or a related technical field. Equivalent work experience in information technology or information security may be considered.
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Current South Carolina residency; relocation is not permitted.
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Ability to pass a background check and credit check before starting.
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Strong customer service skills and the ability to explain technical concepts in simple terms.
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Clear verbal and written communication skills.
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Patience, empathy, professionalism, and the ability to build positive working relationships with users.
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Curiosity, resourcefulness, and sound judgment when troubleshooting issues and determining when to escalate.
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Ability to prioritize tasks, remain organized, manage user expectations, and stay calm under pressure.
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Commitment to integrity, confidentiality, and attention to detail in a government and financial services setting.
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Ability to lift and carry equipment weighing up to 50 pounds, bend, reach, and work under desks and in equipment areas as needed.
Preferred Qualifications
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Experience in a customer-facing role, particularly in IT, banking, finance, or another professional services industry.
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Experience using help desk software and ticketing systems.
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Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management.
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Experience working with managed service providers or submitting and tracking vendor tickets.
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Preferred certifications:
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
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