IT Help Desk Specialist

Posting number: 194903

Department: Department of Juvenile Justice

Division: Business Services

Job classification: IT Customer Support Specialist III

Posting type: Open

Categories: Corrections, IT and Computers, Customer Service, Security, Business, Database Administration

If your goal is to build a career that makes a difference and you have a passion for making a difference in the lives of South Carolina's youth, consider joining the dedicated people ofthe South Carolina Department of Juvenile Justice (DJJ).MISSION: It is the mission of the South Carolina Department of Juvenile Justice (DJJ) to impact and transform young lives, strengthen families, and support safer communities through targeted prevention and rehabilitation.

Provides technical assistance and solutions to end users in the utilization of microcomputer hardware, software and peripherals to ensure end user productivity in a networked (both local and wide area) environment.

• Provides frontline technical hardware and software support to DJJ employees by troubleshooting and resolving moderately complex user issues.
• Supports agency-owned computers, mobile devices, scanners, printers, standard software, and applications.
• Documents and assigns unresolved Tier 1 issues to Tier 2 support through the Deskpro ticketing system.
• Identifies, develops, and implements automation solutions that improve IT operations and agency business processes.
• Identifies tasks and processes that are repetitive, time-consuming, or prone to errors and finds ways to automate them.
• Gathers business needs and creates, tests, implements, and maintains automated solutions using tools such as Microsoft Power Automate, SharePoint, and scripts.
• Supports the IT Business Automation Team by assisting with automating reports, data handling, and special projects.
• Monitors results to ensure improvements in efficiency, accuracy, processing times, and customer service.
• Assists with testing applications to verify they work correctly and reliably before deployment.
• Provides improvements for the efficiency of the Help Desk tracking system; configures and maintains the DeskPro ticket system and assist in the agency wide transition from paper to electronic documentation.
• Assist in the development and maintenance of SharePoint sites for IT and agency related data.
• Makes recommendations and maintains Help Desk Quick Reference documentation for frequently asked questions.
• Provides agency users with application training and support.
• Performs other related job duties as requested or required.

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. An associate degree or a bachelor's degree in a related field may be substituted for the required work experience.

• Incumbent will need to possess basic to moderate knowledge of a wide variety of applications, operating systems, and protocols of equipment used by end users.
• Some basic knowledge of Microsoft Flow and Sharepoint is preferred.
• Basic to moderately complex problem solving and analytical skills are needed.
• Provide support, advice and solutions to end users.
• Must be able to communicate effectively, both written and verbally, with users, peers, and management.
• Excellent verbal and written communication skills needed to communicate on technical levels.
• Knowledge, skills and abilities are ultimately determined by verifiable work history, references and interview evaluation.
• Must be comfortable working in secure facility with adjudicated juveniles.

This position performs job duties relating to the custody, control, transportation, or recapture of youth within the jurisdiction of the Department of Juvenile Justice and the employee may have direct and indirect contact with youth within the jurisdiction of the Department of Juvenile Justice. Training applicable to these duties will be provided.

The South Carolina Department of Juvenile Justice offers an exceptional benefits package for FTE positions that includes:

• Public Service Loan Forgiveness Program
• Employee Assistance Program (EAP)
• Health, dental, and life insurance
• 15 days annual (vacation) leave per year
• 15 days of sick leave per year
• 13 paid holidays
• State retirement plans and deferred compensation programs
• Discount Programs such as TicketatWork and WeSave

Applications are incomplete if you fail to answer all supplemental questions, education, and work history. Incomplete applications are not referred to hiring managers. Applications are accepted until 5:00 p.m.on the stated closing date.

You will be asked to provide a certified transcript if selected for a position requiring a degree. A background investigation will be conducted that will include but is not limited to, criminal records, driver's license, and child abuse registry prior to an offer of employment. Additionally, a medical examination and drug testing will be required. Please provide an explanation for any gaps in employment. A resume may be attached to your application but not substituted for completing the work history section of the application.