Job Description:
***Only W2 resumes are accepted
Work Location: Fully Onsite
Candidate location: Candidate must be a CURRENT SC resident. No relocation allowed.
Contract-to-hire placement of an IT operations and support professional, with intent to convert to a full-time state position upon successful completion of the contract period. The role provides front-line technical and customer service support to agency staff in a formal financial environment, resolving routine issues, escalating complex problems, and supporting day-to-day IT operations and initiatives under supervision.
DAILY DUTIES / RESPONSIBILITIES:
· Serve as the first point of contact for staff seeking IT assistance by phone, email, or in person.
· Aim to deliver consistent, high-touch support with a focus on first-response resolution.
· Troubleshoot and resolve routine issues with desktops, laptops, mobile devices, printers, and standard software applications.
· Escalate complex problems to senior IT staff or managed service providers while keeping users informed.
· Process account setup, password resets, and access requests in line with agency policies and security standards.
· Manage security and distribution group membership in line with agency access policies.
· Perform post-maintenance testing after managed service provider maintenance windows and report issues.
· Open, track, and follow up on tickets with managed service providers through resolution.
· Document requests, resolutions, and user feedback in the agency’s ticketing system.
· Educate users on IT best practices, system usage, and agency technology guidelines.
· Support IT initiatives and projects under supervision, such as equipment rollouts and software updates.
· Perform occasional break/fix and hardware support, including diagnosing, repairing, or replacing desktops, laptops, peripherals, and mobile devices, and coordinating warranty or vendor repairs.
· Maintain IT asset inventory, including tracking equipment assignment, receipt, deployment, and retirement, and keep inventory records accurate and audit-ready
· Maintain strict confidentiality and security when handling sensitive financial and accounting data.
· Monitor and perform occasional rotating after-hours work to address incidents, support system maintenance, and meet deadlines.
Required Skills
· 2+ years of help desk or IT support experience
· Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices
Required Education:
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.
Preferred Skills
· Experience in a customer-facing role (IT, banking, finance, or another professional service industry)
· Experience with help desk software and ticketing systems
· Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management
· Experience working with managed service providers or submitting and tracking vendor tickets
Preferred Certifications:
· CompTIA A+
· ITIL Foundation
· Microsoft Certified Fundamentals (e.g., Microsoft 365)
additional skills & duties:
Patience, empathy, and professionalism with all users; clear verbal and written communication; curiosity and resourcefulness in problem-solving, with sound judgment on when to escalate. Candidates must be able to pass a background and credit check prior to start. Commitment to integrity, confidentiality, and attention to detail in a government and financial services setting. Ability to prioritize, stay organized, and remain calm under pressure. Ability to build professional relationships and manage user expectations in a formal, fast-paced environment. Strong customer service skills, with the ability to explain technical concepts in simple terms
Physical requirements: Must be able to lift and carry equipment weighing up to 50 pounds, and to bend, reach, and work under desks and in equipment areas as needed for hardware support.
