IT Service Specialist II-Greenwood
Date Posted: November 4, 2020
Deadline: March 11, 2018
Organization: STATE OF SOUTH CAROLINA - Department of Public Safety
Website: View Website
Job Type: Full Time
Wages/Salary: $26,988.00 - $49,932.00 Annually
A high school diploma and relevant experience. An associate's degree or a bachelor's degree in a related field may be substituted for the required work experience.
The selected applicant must have basic to moderately complex knowledge of computer systems and applications. Must have the ability to write moderately complex user documentation. Must have the ability to understand moderately complex technical and non-technical instructions and requests. Must have the ability to communicate in a clear and concise manner. Must have the ability to work effectively with customers and other IT Personnel. Must have the ability to provide status reports and other technical and non-technical reports in a clear and concise manner. Must have the ability to use helpdesk management software to track work tickets.
Must have a working knowledge of standard PC hardware and software, to include: Microsoft Windows, Word, Excel, Outlook, and Internet. Incumbent must possess excellent time management, problem-solving, written communication, and customer service skills. Position may require incumbent to work beyond the normal 37.5 hour work week, and overtime may be required with little or short notice. Position requires occasional travel within South Carolina. Incumbent will be required to carry a wireless communication device provided by the state. Incumbent may be required to work holidays and during emergency or hazardous weather situations.
A Criminal Justice Information System (CJIS) Certification is a requirement of this position. Failure to complete successfully will result in disqualification from employment.
The selected applicant must be able to work with limited supervision to respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps. The employee will be expected to use discretion in making decisions on matters relating to job functions.
The employee will receive and respond to computer problems and issues, diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps. The employee will track issues via a trouble ticket system. This position may be required to work outside normal business hours when necessary.
Responds to customer inquiries and issues via the problem ticket system, emails, incoming calls, walk-ins, and desk side visits. Works with the customer to resolve reported issues with computing systems.
Troubleshoots problems by analyzing, identifying, and diagnosing faults and symptoms using established procedures and processes.
Assists end users, IT personnel, and stakeholders to ensure that programs and systems meet users' needs. Provides guidance to end users regarding potential repairs and purchases.
Assists with reports to management primarily by using the problem ticket system to track work and status. Provides problem resolution information to others within the ticket system for shared use.
Ensures rigorous application of information, security information assurance, policies, principles and practices in the delivery of customer support services.
Other duties as assigned.