Network Technician (#013130) Resource and Information Mgmt - Administration, Columbia (RICHLAND)

Job Responsibilities

• Serves as a member of the network group team, providing tier 1 and tier 2 support to end users and assists other tier 1 and tier 2 technicians as needed.

• Utilizes remote support tools and facilitates the coordination and escalation of support tickets to other teams as necessary.

• Troubleshoots issues with agency and third-party software and hardware, to include windows desktops and laptops, tablets, cell phones and printers.

• Performs software and OS upgrades.

• Monitors tickets queues and provides solutions to service requests and incidents, providing the best end user customer service while adhering to all state, agency and office standards, policies, and procedures.

• Communicates with customers to ensure issue resolution is to SLA and customers’ satisfaction.

• Works closely with the service desk and end user support teams to identify necessary and needed support documentation.

• Creates new documentation and ensures existing documentation and knowledgebase are current, accurate and usable for implemented technologies.

Minimum and Additional Requirements

State of South Carolina Minimum Requirements:

Two years’ experience supporting end users (remote or in-person), ticket management, and troubleshooting of hardware, software, and/or basic networking issues.

Additional Comments

The South Carolina Department of Corrections is committed to providing equal opportunities to all applicants and does not discriminate based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information.

Supplemental questions are considered part of your official application. Any misrepresentation will result in your disqualification from employment. Please complete the state application to include all current and previous work history and education.