What are the responsibilities and job description for the Help Desk Support Specialist position at South Carolina Department of Juvenile Justice?
Job Responsibilities
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 of the 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.
Job Purpose
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.
Job Responsibilities
Provides technical software and hardware support to DJJ employees in addition to troubleshooting and resolving moderately to complex user issues.
Serves as a resource to provide solutions for agency owned computers, mobile devices, scanners, printers, agency-standard software and applications.
Assigns work orders into the DeskPro ticket tracking System for Tier 2 when Tier 1 issues can't be resolved.
Automates data for Help Desk using Microsoft Flow to enhance daily processes and decrease problematic procedures that would otherwise take longer to complete.
Also provides assistance to the IT Business Automation Team to include the automation of reports, data, and special projects.to enhance time consuming processes for the agency as well as assist in application quality assurance testing.
Develops and maintains SharePoint sites for IT and agency related data.
Makes recommendations and maintain Help Desk Quick Reference documentation for frequently asked questions.
Provides agency users with application training and support.
Other Related Duties As Required.
Minimum and Additional Requirements
State Minimum Requirements
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.
Additional Requirements
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.
Preferred Qualifications
Additional Comments
The South Carolina Department of Juvenile Justice offers an exceptional benefits package for FTE positions that includes:
You will be asked to provide a certified transcript if selected for a position requiring a degree. A background investigation will be conducted that may 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 may 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.
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 of the 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.
Job Purpose
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.
Job Responsibilities
Provides technical software and hardware support to DJJ employees in addition to troubleshooting and resolving moderately to complex user issues.
Serves as a resource to provide solutions for agency owned computers, mobile devices, scanners, printers, agency-standard software and applications.
Assigns work orders into the DeskPro ticket tracking System for Tier 2 when Tier 1 issues can't be resolved.
Automates data for Help Desk using Microsoft Flow to enhance daily processes and decrease problematic procedures that would otherwise take longer to complete.
Also provides assistance to the IT Business Automation Team to include the automation of reports, data, and special projects.to enhance time consuming processes for the agency as well as assist in application quality assurance testing.
Develops and maintains SharePoint sites for IT and agency related data.
Makes recommendations and maintain Help Desk Quick Reference documentation for frequently asked questions.
Provides agency users with application training and support.
Other Related Duties As Required.
Minimum and Additional Requirements
State Minimum Requirements
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.
Additional Requirements
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.
Preferred Qualifications
Additional Comments
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
You will be asked to provide a certified transcript if selected for a position requiring a degree. A background investigation will be conducted that may 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 may 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.
