The Help Desk Support Specialist III role supports South Carolina Judicial Branch employees by analyzing, troubleshooting, and resolving end user technology issues under general supervision. The position includes remote assistance and advanced support for technology-enhanced courtroom systems used for electronic court recordings and video conferencing.
Location and Work Model
Greenville County, SC (onsite)
Compensation
USD 55,275 - 69,093 per year
Role Overview
The Help Desk Support Specialist III provides consistent IT support for SC Judicial Branch employees. Responsibilities cover judicial technology support for hardware and software, advanced courtroom technology support for TEC/DCR environments, account administration, imaging and deployment activities, AV/audio troubleshooting, and ticketing workflows.
Key Responsibilities
- Analyze, troubleshoot, and resolve issues related to judicial technology, hardware, and software for SCJB employees.
- Assemble, configure, install, and maintain computers, peripherals, and mobile devices.
- Coordinate with the networking department to deploy laptop and desktop images.
- Act as a subject matter expert for Microsoft Office and Office 365 applications.
- Provide remote support for SCJB IT equipment and dedicated internet used for electronic court recordings and video conferencing technology in TEC/DCR courtrooms for family and circuit court.
- Serve as a liaison for Court Reporters and Networking to address audio/video and networking issues across courtrooms statewide.
- Open tickets with AV or digital court reporter vendors when needed.
- Analyze digital recordings to identify the root cause of incidents.
- Perform tasks such as imaging new or replacement TEC computers and addressing computer or login issues in remote courtrooms.
- Notify Court Services proactively about equipment malfunctions or technical issues in trial court settings.
- Respond promptly to urgent assistance requests during court proceedings.
- Attend county site visits and assist with training on TEC courtroom technology, requiring travel to various courtrooms.
- Support end-user account creation and management for on-premise systems.
- Use cloud identity and device management solutions to manage users and courtroom computers for digital court reporter systems.
- Ensure computers remain up-to-date with security patches and encrypted.
- Assist with development and documentation of test procedures used to resolve or escalate ticketed support requests.
- Provide advanced conference room and courtroom support, setup, and training.
- Diagnose issues by running diagnostic tools such as Performance Monitor, Reliability Monitor, and Hardware Diagnostics tools at startup.
- Repair advanced issues in response to customer-reported technical problems.
- Troubleshoot using industry standards, including resolution of security issues involving anti-virus, anti-malware, hard drive encryption, email encryption, and external media encryption.
- Support inventory processes by assisting with recording changes in equipment assignment and location using Ivanti Asset Manager.
- Distribute and coordinate completion of annual inventory reports for circuit and family court assets.
- Use the Help Desk ticketing system to track issues from initial occurrence through resolution.
- Provide secondary application support for Ivanti Service Manager, including asset entry, form changes, and user profile administration.
- Assist with rollout of Windows updates/versions to end users to maintain security of SCJB-issued equipment.
- Evaluate computer hardware, software, and mobile devices and provide recommendations to help ensure adequate end user support for business processes.
- Assist with laptop imaging and deployment.
- Perform other duties as designated by the Help Desk Manager.
Required Education and Experience
- A bachelor’s degree in Computer Science, Technology Management, or Business Administration and (3+) years of combined documented Help Desk and AV support experience; OR
- An associate degree in Computer Science, Technology Management, or Business Administration and (4+) years of combined documented Help Desk and AV experience; OR
- A high school diploma and (6+) years of combined documented experience working in Help Desk specific technologies.
Related experience may be substituted, as indicated in the minimum and additional requirements section.
Required Certifications
- A+, Network+, Security+, MCP, MOS, or MTA
Required Knowledge and Skills
- Knowledge of computer system operations, office automation systems, data communications, application installations, and troubleshooting techniques.
- Experience working in a Help Desk role providing technical and software application support to end users.
- Working knowledge of AV, Windows 10 or greater, Active Directory, Microsoft Office/Office 365 application suite, mobile devices, industry standard internet browsers, networking, and network printing.
- Experience with hardware and software systems setup.
- Experience with desktop deployment, desktop support, mobile device management, Microsoft Office application support, user account management, peripheral troubleshooting, desktop imaging/deployment, antivirus and anti-malware products, and ticketing systems.
Technologies
Microsoft Office, Office 365, Windows 10, Windows updates/versions, Active Directory, Mobile Devices, industry standard internet browsers, network printing, Performance Monitor, Reliability Monitor, Hardware Diagnostics tools, anti-virus, anti-malware, hard drive encryption, email encryption, external media encryption, Ivanti Asset Manager, Ivanti Service Manager, Help Desk ticketing system, Azure AD, cloud identity and device management solutions, digital court reporter (DCR) systems, technology-enhanced courtrooms (TEC), electronic court recordings, video conferencing technology, audio playback software, SharePoint, Crystal Reports, cameras, HDMI converters, cabling, microphones, and Ivanti Service Manager asset entry.
Preferred Qualifications
- 1-2 years experience as a digital court reporter or AV technician, including working experience with AV equipment and knowledge of specialized vocabulary used in judicial proceedings.
- Basic computer and networking knowledge, experience with audio playback software, and familiarity with cameras, HDMI converters, cabling, and microphones.
- Working knowledge of cloud-based storage solutions and basic understanding of user account management on local PCs and cloud joined identity management solutions such as Azure AD.
- Three of the following certifications preferred: A+, Network+, Security+, MCP, MOS, MTA; OR 4+ years with recent experience applicable to Help Desk functions.
- Familiarity with SharePoint, Crystal Reports and Audio Visual technologies.
Benefits
- Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children
- State Retirement Plan and Deferred Compensation Programs
- 15 days paid annual (vacation) leave per year
- 15 days paid sick leave per year
- Option to designate 10 days of earned paid sick leave per year as family sick leave
- 13 paid state holidays
- Paid Parental Leave
- Workers’ Compensation Benefits
Additional Comments
The South Carolina Judicial Branch offers an exceptional benefits package for FTE positions that include:
