IT Help Desk Specialist

Join the State of South Carolina as an onsite IT Help Desk Specialist in Richland County, SC, supporting frontline users and improving everyday IT operations through automation. This role provides direct technical assistance for networked environments while also contributing to ticketing improvements, SharePoint maintenance, and IT business automation efforts.

What you’ll do

You will provide technical hardware and software support for DJJ end users by troubleshooting and resolving moderately complex issues. Responsibilities include support for agency-owned computers, mobile devices, scanners, printers, standard software, and applications used across networked environments.

• Troubleshoot and resolve user issues, then document and assign unresolved Tier 1 problems to Tier 2 using the Deskpro/DeskPro ticketing system.
• Identify repetitive or error-prone tasks and develop automation solutions to improve IT operations and agency business processes.
• Gather business needs and create, test, implement, and maintain automated solutions using tools such as Microsoft Power Automate, SharePoint, and scripts.
• Support the IT Business Automation Team with automating reports, data handling, and special projects.
• Monitor outcomes to improve efficiency, accuracy, processing times, and customer service.
• Assist with application testing to verify correct and reliable performance before deployment.
• Improve Help Desk tracking by configuring and maintaining DeskPro, supporting the agency-wide transition from paper to electronic documentation.
• Help develop and maintain SharePoint sites for IT and agency data.
• Maintain Help Desk Quick Reference documentation for frequently asked questions and provide application training and support to users.
• Perform other related duties as requested or required.

Requirements

• 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 bachelor’s degree in a related field may substitute for the required work experience.
• Basic to moderate knowledge of applications, operating systems, and protocols used by end users.
• Basic knowledge of Microsoft Flow and SharePoint preferred.
• Basic to moderately complex problem-solving and analytical skills.
• Ability to provide support, advice, and solutions to end users.
• Strong written and verbal communication skills for technical discussions with users, peers, and management.
• Knowledge and abilities determined by verifiable work history, references, and interview evaluation.
• Comfort working in a secure facility with adjudicated juveniles.

Tools and technologies you’ll use

• Deskpro/DeskPro ticketing system
• Microsoft Power Automate
• Microsoft Flow
• SharePoint
• Scripts

Compensation and benefits

Salary: USD 46,206 - 78,540 per year.

• 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

Additional application notes

• Applications are incomplete if supplemental questions, education, and work history are not fully answered.
• Applications are accepted until 5:00 p.m. on the stated closing date.
• Certified transcript may be required if selected for a position requiring a degree.
• Background investigation will include criminal records, driver’s license, and child abuse registry prior to an offer.
• Medical examination and drug testing are required.
• Provide an explanation for any employment gaps.
• A resume may be attached but cannot replace the work history section of the application.