Service Desk Technician

The Service Desk Technician is a member of the Network Infrastructure team and reports to the Network Infrastructure Manager. This position is primarily on-site and plays a vital role in delivering reliable, secure, and efficient technology services that support Horry County employees and operations. The ideal candidate is customer-focused, technically proficient, and committed to providing exceptional end-user support while contributing to the continuous improvement of the County's IT infrastructure and service delivery. Serve as the primary point of contact for technical support requests from both on-site and remote users. Diagnose, troubleshoot, and resolve hardware, software, operating system, network, telecommunications, printer, and application issues. Install, configure, maintain, and support desktop computers, laptops, mobile devices, peripherals, and related technologies. Document incidents, service requests, resolutions, and knowledge articles within the County's service management platform. Escalate incidents beyond the scope of the Service Desk to the appropriate support teams in accordance with established procedures to ensure timely resolution. Provide excellent customer service by communicating clearly and professionally with both technical and non-technical users. Troubleshoot and support Microsoft technologies including Windows, Microsoft 365, Active Directory, Group Policy, DNS, DHCP, Microsoft Intune, and related enterprise systems. Configure, test, and maintain software deployment packages and endpoint configurations using Microsoft Intune, Microsoft Configuration Manager (or similar endpoint management platforms), and other deployment tools. Assist with workstation imaging, software deployments, operating system upgrades, and endpoint patch management. Generate reports and maintain documentation related to asset inventory, software licensing, endpoint compliance, and patch status. Test and evaluate new hardware, software, and emerging technologies for compatibility with the County's technology environment. Assist with planning, implementing, and supporting technology projects of varying size and complexity. Collaborate with Infrastructure, Security, Systems, and Networking teams to maintain a secure, reliable, and high-performing computing environment. Follow established security policies, standards, and best practices to protect County systems and information. Participate in the on-call rotation and provide occasional after-hours support during maintenance windows, upgrades, or emergency situations. Perform other duties as assigned. BA/BS in information systems, or an equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities. Experience supporting Microsoft Windows desktop operating systems in an enterprise environment. Demonstrated analytical, troubleshooting, and problem-solving skills. Ability to prioritize multiple assignments and work effectively in a fast-paced environment. Strong written and verbal communication skills with a commitment to exceptional customer service. The County must receive appropriate results to all background checks conducted for the successful candidate. Must be able to pass the required pre-employment physical and background check. Preference will be given to applicants with experience in one or more of the following: Microsoft M365 technologies, Security tools and practices, Automation and scripting, Microsoft Exchange (Online), Service Desk ticketing solutions, VMware vSphere and/or Horizon View, Relevant IT certifications. #J-18808-Ljbffr Horry County Government