State of South Carolina
Richland County or Columbia
IT Service Desk Analyst
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Apply to IT Service Desk Analyst at State of South CarolinaJob details
- Location
- Richland County or Columbia
- Work type
- Onsite
- Posted
- 1 week ago
- Apply on
- governmentjobs.com
About this role
About the Department
IT SERVICE DESK ANALYST
Legislative Services Agency
The Legislative Services Agency (LSA) is an arm of the South Carolina General Assembly and the legislative branch of state government. LSA provides technology and operational support to the South Carolina Senate, House of Representatives, and Legislative Council in a non-partisan and apolitical manner.
JOB PURPOSE
The IT Service Desk Analyst provides hands-on technical support and exceptional customer service to legislative members, staff, and other users throughout the South Carolina General Assembly. Working under the supervision of the Service Desk Manager, this position supports daily Service Desk operations, troubleshoots hardware and software issues, documents and resolves service requests, and provides direct technical support to the House and Senate chambers during active legislative sessions.
ESSENTIAL JOB DUTIES
- Provide professional, responsive, and courteous technical support to legislative members, staff, and other authorized users in accordance with ITIL best practices and LSA service standards.
- Support an effective and efficient Service Desk during normal business hours and provide direct technical support to the House and Senate chambers during active legislative sessions.
- Troubleshoot and resolve desktop, application, peripheral, connectivity, and end-user technology issues, including Microsoft 365 applications such as Word, Excel, Outlook, Teams, OneDrive, Visio, and SharePoint, as well as internet browsers and agency-specific applications.
- Use the agency's service management/ticketing system to accurately document support requests, actions taken, resolutions, and follow-up; ensure timely closure of assigned tickets and assist with service-request reporting and analysis.
- Provide software, system, and technology training to legislative members and staff, including one-on-one assistance and group instruction as needed.
- Assist with testing and evaluating new releases, upgrades, and changes to enterprise and agency-specific software for usability and operational readiness.
- Communicate regularly with the Service Desk Manager and team members regarding priorities, unresolved issues, daily status, and service needs.
- Identify opportunities to improve business processes, customer service, documentation, and operational efficiency.
- Maintain professionalism, discretion, and composure in a high-profile legislative environment and protect confidential or sensitive information encountered while performing assigned duties.
- Provide additional coverage and technical support as operational needs require. Active legislative sessions may occasionally require extended or evening hours with advance notice when practicable.
Position Duties
MINIMUM QUALIFICATIONS
- Bachelor's degree in information technology or a related field and three (3) to five (5) years of relevant information technology experience; or
- Associate degree in information technology or a related field and five (5) years of relevant work experience; or
- For candidates without a degree, ten (10) years of related information technology and customer service experience, or an equivalent combination of relevant military training/education and industry-recognized IT certifications.
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong customer service, interpersonal, written, and verbal communication skills, with the ability to interact professionally with legislative members, staff, coworkers, and guests.
- Ability to multitask effectively, prioritize competing requests, remain calm under pressure, and succeed in a fast-paced, high-volume environment.
- Strong troubleshooting and problem-solving skills with the ability to diagnose, document, and resolve common end-user technology issues.
- Working knowledge of Microsoft 365 applications, Windows-based desktop environments, internet browsers, and common office technology.
- Ability to learn and support agency-specific applications, procedures, and legislative technology following LSA training and instruction.
- Ability to work collaboratively as part of a team, communicate status and concerns promptly, and meet established service goals and deadlines.
- Dependability, professionalism, sound judgment, attention to detail, and a strong commitment to providing excellent service.
CERTIFICATIONS
- ITIL Foundation certification is required or must be obtained within 12 months of full-time employment.
Benefits
Benefits for State Employees
The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.
Insurance Benefits
Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.
Retirement Benefits
State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.
Workplace Benefits
State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.
Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.
Insurance Benefits
Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.
Retirement Benefits
State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.
Workplace Benefits
State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.
Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.
Agency Information
EmployerState of South CarolinaAgency Legislative Services Agency Address 1105 Pendleton Street, 227 Blatt BuildingColumbia, South Carolina, 29201 Phone803-212-4490
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