IT Customer Support Specialist III

JOB
About Our AgencyThe South Carolina Department of Disabilities and Special Needs (DDSN) is the state agency that plans, develops, coordinates, and funds services for South Carolinians with the severe, lifelong disabilities of: intellectual disability and related disabilitiesautism spectrum disordertraumatic brain injuryspinal cord injury and similar disabilityJob ResponsibilitiesUnder general supervision of the Information Technology Services Manager, participate in customer support and maintenance of the agency's desktop computers, laptops, printers, software, cell phones, and other peripheral equipment.Monitors the help-desk phone and emails along with walk-ups to create tickets in the support ticketing system. Works ticket requests to completion and documents a resolution or places in queue for escalation.Creates and manages user accounts within the DDSN application portal and mainframe system along with supporting accounts within the Therap system. Additionally, adding and terminating program numbers with a high degree of accuracy and expediency. Creates and updates supporting documentation as needed. Trains additional staff as requested by supervisor.Processes new and termination requests for Active Directory accounts recorded within the help-desk ticketing system.Assists Desktop support as needed when requested by supervisor. Duties may include equipment support and inventory.This position may require employee to work evenings and weekends.The South Carolina Department of Disabilities and Special Needs offers an exceptional benefits package for FTE positions that includes: 15 days annual (vacation) leave accrual per year15 days sick leave per year13 paid holidaysPaid Parental LeaveHealth, Dental, Vision, Long Term Disability, and Life InsuranceState Retirement Plan and Deferred Compensation Programs

EXAMPLE OF DUTIES
A 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 a bachelor's degree in a related field may be substituted for the required work experience.

SUPPLEMENTAL INFORMATION
About Our Agency: The South Carolina Department of Disabilities and Special Needs (DDSN) is the state agency that plans, develops, coordinates, and funds services for South Carolinians with the severe, lifelong disabilities of intellectual disability and related disabilities, autism spectrum disorder, traumatic brain injury, spinal cord injury and similar disability. EEO Statement: DDSN provides affirmative action and equal opportunity in employment for all qualified persons regardless of race, color, sex --including the basis of pregnancy, childbirth, or related medical conditions, national origin, age, religion, or disability.Employment Contingency: Employment is contingent upon our receipt of the following required pre-employment screenings: medical screening – to include a drug screening; State and Federal background criminal record checks (to include FBI fingerprinting), SC Dept. of Social Services’ Child Abuse and Neglect Central Registry screening, and CMS “List of Excluded Individuals/Entities” screening; SC Dept. of Motor Vehicles Driving Record check; and a review of transcripts verifying educational credentials. We reserve the right to rescind this offer in the event minimum requirements are not met to include positions that require certifications and/or licensure, your application is incomplete or inaccurate, or our review of your background uncovers information, including opinions of previous employers and references, which cause us to conclude, at our sole discretion, that you are not suited for the position. Immunization: If this position requires the applicant to work directly with DDSN consumers, a (2) step PPD testing or QuantiFERON TB Gold testing must be completed prior to beginning employment. All new employees who are healthcare providers are required to provide documentation of immunity or be immunized against measles, mumps, rubella, pertussis, Varicella and Hepatitis B prior to beginning employment. State Disaster Plan: In accordance with the State's Disaster Plan, which includes hazardous weather, DDSN employees may be required to work in times of an emergency or disaster. Employee Referral: The South Carolina Department of Disabilities and Special Needs supports a Referral Incentive Reward and a Retention Bonus program. You may contact Human Resource for further information. Supplemental Questions: 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 may not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.