IT Customer Support Specialist III

General Responsibility
The Technical Customer Support Advocate (Level 1) will serve as the first point of contact for customers seeking technical assistance over the phone, email, chat, or any other contact forum. The selected candidate must be willing to own the issues as well as follow-up with users to keep them aware of work being done to resolve their issues until the issue is solved. The primary focus is to manage, document and verify the issue, research and resolve where possible, escalate when necessary, and keep the user informed; all while providing excellent customer service.

Specific Duties

• Gather and record technical information from customers. Determine the nature of the call and use your experience and the internal knowledge database to diagnose, isolate, and resolve the issues or appropriately escalate them to ensure customer satisfaction; Transfer knowledge to team members to ensure proficient ticket resolution and to help maintain the department's SLA with customers. 
• Support basic issues involving Microsoft's core business applications and operating systems, provide basic training to the users on how to enhance productivity using the Office 365 suite. Offer training and education on using any of the IT supported applications. 
• Troubleshoot and diagnose network or connectivity issues affecting the Law Enforcement Message switch, and agencies and other entities connection to the switch or the SLED network; Monitor and act on any abnormalities detected that would affect performance or availability of the LEMSJX switch. 
• Monitor and respond to system alerts promptly and appropriately. These alerts include analyzing queries, error messages, and malfunctions. Plan, organize, and coordinate the daily schedules for the mainframe backups and other processing jobs. Maintain the tape library system for the mainframe. 
• Other duties as assigned. 

• Associate's degree in computer science, information systems, or related field and one (1) year of help desk Experience OR a high school diploma and two (2) years of help desk or IT technical support experience. 
• Basic knowledge of Microsoft Office 365 applications (Outlook, TEAMS, One Drive, Word, Excel, etc.), and Windows operating system.
• Must have experience with the administration of user id/passwords in IT systems, including Active Directory.
• Must have excellent written and verbal communication skills and problem-solving ability to diagnose and resolve basic technical issues.
• Extended work hours beyond 37.5 hours per week with little or short notice may be required. 
• Must be available to work state holidays, nights, weekend, and during emergency/disaster events. 
• May be required to work 1st, 2nd, or 3rd shifts. May be required to work a rotating schedule.

South Carolina Law Enforcement Division (SLED) is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.

 

Supplemental questions are considered part of the official application. Any misrepresentation of yourself may be grounds for disqualification.
 
 Conditional selection based on candidate education, training, experience, oral interviews and clearance of background investigation.

Salary : $17 - $19