Job Description

IT Customer Support Specialist III
The Department of Administration's Office of Technology and Information Services is the state's central provider of IT services to state government agencies. We are seeking a talented IT Customer Support Specialist III to join our team. In this role you will serve as the first point of contact for customers, providing Tier 1 incident management and request fulfillment across a variety of enterprise services. Ensure exceptional customer service, prompt issue resolution, and a seamless user experience. Monitor the state database to identify and address performance and functionality issues.
Responsibilities of the IT Customer Support Specialist III:

• Ensure that service requests and incidents are handled efficiently and within required time frames.
• Deliver incident management services for the Division of Technology Operations, addressing service disruptions by troubleshooting hardware, software, application, and network connectivity issues. Diagnose and resolve customer problems promptly, escalating complex issues as needed.
• Maintain comprehensive documentation of each incident and request fulfillment interaction, recording all relevant details using the appropriate tools.
• Provide excellent customer service by promptly addressing support tickets via phone, email, chat, remote tools, and in person. Troubleshoot technical issues, communicate solutions clearly, and accurately document customer needs and resolution steps in the ticketing system.
• Demonstrate a strong understanding of current and emerging technologies.

• A high school diploma and two years experience in office automation systems, data communication systems, or information processing operations. An associate's or bachelor's degree in computer science or related area may be substituted for the required work experience.

Additional Requirements:

• Employee should have functional knowledge of IT fundamentals, including but not limited to desktop operating systems, wired and wireless networks.
• Excellent customer service, written and verbal communications skills.
• Ability to communicate technical concepts and ideas in a way that can be understood by non-technical users.
• Ability to work in a fast-pace, complex, and dynamic work environment.
• Ability to prioritize and quickly resolve issues.
• This position is declared to be essential for the Service Desk to be staffed 24/7, requiring availability to report to work during: nights, weekends, holidays, and all emergency/weather-related events.

Applicants indicating college credit or degree(s) on the application will be required to bring a copy of college transcript to the interview. A copy of the transcript may also be uploaded as an attachment to the application, if required by the hiring department or if desired by the applicant. Please note that some areas of the Department may require an official, certified copy of the transcript prior to hiring or within a specific timeframe required by that area, after hiring. Failure to produce an official, certified transcript may result in not being hired or termination.
The Department of Administration 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 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. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.
The South Carolina Department of Administration offers an exceptional benefits package for full time (FTE) employees:

• Health, dental, vision, long-term disability, and life insurance for employees, spouse, and children. Click

for additional information. * 15 days annual (vacation) leave per year

• 15 days sick leave per year
• 13 paid holidays
• Paid Parental Leave
• S.C. Deferred Compensation Program available
• Retirement benefit choices *

• State Retirement Plan
• State Optional Retirement Program

*Enrollment in one of the listed plans is required for all FTE employees; please refer to the contribution section of hyperlinked retirement sites for the current contribution rate of gross pay.

Skills Required