IT Customer Support Specialist III Location Columbia, SC (Saint Andrews area) : The State Law Enforcement Division (SLED) is searching to fill a IT - Customer Support Specialist III ( Level 2) position in our IT Ops - End User Department. General Responsibility The Technical Customer Support Advocate (Level 2) has a crucial role within our technical support team, responsible for providing initial assistance and technical solutions to address customer inquiries and technical issues. By effectively addressing their technical inquiries and issues, this role contributes to a positive customer experience, sets the tone for exceptional support, and plays a key role in ensuring the overall satisfaction of our user base. Specific Duties Act as a backup for Level 1 support technicians. Provide advanced troubleshooting of supported services; successfully manage assigned ticket to closure; maintain ownership of the escalated ticket until the problem is resolved; work backlog tickets; follow up with end users to provide status updates on complex issues. Escalate issues that are unable to be resolved by level 2 to the appropriate technology engineer. Work closely with the systems engineers, and the technical operations support advocacy team to test resolutions and create documentation in response to the resolution of new and previously unknown incidents and request. Assist with the creation of documents for both the internal technical knowledge-based database and the external (customer facing) knowledge-based database. Assist with the onboarding of level 1 staff embers and provide ongoing technical mentorship. Provide suggestions to improve the customer experience. Other duties as assigned. Associates degree in computer science, information systems or a related field and one (1) year of IT help desk experience OR a high-school diploma and three (3) years of help desk or IT technical support experience. Experience in Active Directory Proficient knowledge of Office 365 applications (Outlook, TEAMS, OneDrive, Word, Excel, etc.) Working knowledge of Windows 10; desktop/laptop hardware; network troubleshooting techniques such as PING, TRACETROUTE, and NSLOOKUP. Effective analytical and problem-solving skills Excellent verbal and written communication skills Excellent Interpersonal skills South Carolina Law Enforcement Division (SLED) 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. SLED offers an exceptional benefits package for FTE positions that includes: Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children 15 days annual (vacation) leave per year 15 days sick leave per year 13 paid holidays State Retirement Plan and Deferred Compensation Programs Supplemental questions are considered part of the official application. Any misrepresentation of yourself may be grounds for disqualification. Conditional selection based on candidate education, training, experience, oral interviews and clearance of background investigation.
