IT Customer Support Specialist II

General Responsibility

The IT Customer Support Specialist II has a crucial role within our technical support team, responsible for providing initial assistance and technical solutions to address customer inquiries and technical issues. By effectively addressing their technical inquiries and issues, this role contributes to a positive customer experience, sets the tone for exceptional support, and plays a key role in ensuring the overall satisfaction of our user base.

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 to ensure customer satisfaction. Transfer knowledge to team members to ensure proficient ticket resolution.
• Record the problem description, including specific error messages and/or symptoms, any troubleshooting steps taken, and the result, and the solution, if applicable in the help desk log. Track the status of open/unresolved tickets and follow up with the technicians and the customers to ensure SLA’s are met and customer satisfaction is maintained. Follow-up on closed service requests to ensure customer satisfaction. Identify and suggest possible improvements to processes and procedures.
• Troubleshoot and diagnose network 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 law enforcement network.
• 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 backups and other processing jobs.
• Other duties as assigned

Minimum And Additional Requirements

• Must have a high school diploma and two (2) years of experience with Help Desk, Desktop, or other IT departmental support. An Associates degree or Bachelor’s degree in Computer Science, Information Systems or a related field may be substituted for work experience.
• Basic knowledge of Office 365 applications (Outlook, TEAMS, OneDrive, Word, Excel, etc.) and a working knowledge of Windows 10/11 operating systems.
• Must have a working knowledge of desktop/laptop hardware. Must have knowledge of network troubleshooting techniques such as PING, TRACETROUTE, and NSLOOKUP; effective analytical and problem-solving skills.
• Must have excellent verbal/written communication and excellent interpersonal skills.
• 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.

Preferred Qualifications

Comptia A+, and Network+, certifications are preferred.

Additional Comments

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.

SLED offers an exceptional benefits package for FTE positions that includes:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children
• 15 days annual (vacation) leave per year
• 15 days sick leave per year
• 13 paid holidays
• Paid Parental Leave
• State Retirement Plan and Deferred Compensation Programs

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.