End User Service Technician

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While reporting to the Technology Support Services Section Manager in the Office of Information Technology, provides Tier I and Tier II solutions to end user computer problems of a moderate to complex nature to ensure end user productivity, and any other assigned tasks in accordance with Agency initiatives procedures, and guidelines. Adhere to State and agency IT Security polices and standards.

Primary focus on supporting agency staff and facilities. To include window devices, iOS mobile devices, managed printers, and other devices that hold data. Diagnoses and repairs mid to moderate complex problems in response to customer-reported incidents.

Troubleshoots, diagnoses, and repairs simple to moderately complex problems in response to customer-reported incidents. Installs, configures, deploys, re-images, troubleshoots, and maintains simple to moderately complex customer hardware and software, including workstations, peripherals, and operating systems. Ensures end user information security/information assurance policies, principles, and practices are applied during all deployment and imaging activities. Proactive and timely resolution to tickets based on the severity of the issue.

Serves as a technical resource for end-users and assists with planning and coordinating deployment schedules, imaging logistics, equipment staging, and validation for devices within the State Health Campus environment.

Maintains good relations with agency management, vendors, co-workers, and end-users by communicating status updates, deployment timelines, and technical recommendations. Collaborates with IT teams, asset management, and security groups to ensure successful imaging, deployment, and inventory tracking. Keep up with offered training courses to be determined by manager. Provides advice and direction to the agency regarding the acquisition, life-cycle planning, and deployment strategies for hardware and software.

Other duties as required, including supporting large-scale deployment projects, refresh cycles, emergency re-images, and technology setup efforts at the State Health Campus.

The employee will work under limited supervision, following established policies, procedures and guidelines. Position requires the ability to work independently in establishing priorities and responding to agency needs.

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. A degree in a related field may be substituted for the required experience on a year-for-year basis.

Bachelor's degree in computer science or related field and at least three (3) years' work experience in information technology (IT); associate's degree in computer science or related field and at least five (5) years' work experience in IT; high school diploma and at least seven (7) years' experience in IT. Strong understanding of Windows Desktop OS and knowledge of iOS, and M365/O365 software applications.

Strong understanding of Windows Desktop OS and knowledge of iOS, and imaging and patching. Knowledge of IT development, implementation, and documentation in an enterprise network environment. Knowledge of IT techniques to provide support of computer hardware and software, mobile devices and peripherals deployed in an enterprise network environment.

Ability to establish working relationships with work teams and customers. Ability to communicate effectively both orally and in writing. Some limited after-hour and weekend work may be required; during emergencies, on call 24 hours a day when activated (agency cellular device is authorized to meet this requirement). Occasionally lifting, carrying, pushing and/or pulling up to 50 pounds. Must possess a valid driver's license and a good driving record.

Regular travel to agency facilities throughout Central Office in Columbia/Richland and on rare occasions to other agency facilities within the geographic area encompassing the State of South Carolina using personal or State vehicle. Some overnight travel may be required.

Applicants indicating college credit or degree(s) on the application may upload an unofficial copy of the transcript as an attachment to the application. Please note that the agency will require an official, certified copy of the transcript or diploma prior to hiring.

ITIL (Information Technology…