Help Desk Support Specialist III

Job Responsibilities Under general supervision, the Help Desk III position must be able to analyze, troubleshoot and solve end‑user technology problems to ensure a high level of customer support and services are consistently provided to all Judicial Branch employees. This includes providing technical support for applications, workstations, peripherals, mobile devices, shared resources, and end‑user account administration. Additionally, this position will assist in the administration, maintenance, security, and support of SCJB’s technology‑enhanced courtrooms (TEC) and digital court reporter (DCR) systems located throughout the state. Essential Duties and Responsibilities: Analyze, troubleshoot, and provide solutions to issues relating to judicial technology, hardware, and software for all SCJB employees. Assemble, configure, install and maintain computer equipment, peripherals, and mobile devices. Work closely with the networking department to deploy laptop/desktop images. Serve as subject matter expert for Microsoft Office and Office 365 applications. Provide remote support for SCJB’s IT equipment and dedicated internet used for electronic court recordings and video conferencing technology for TEC/DCR courtrooms in family and circuit court. Serve as liaison for Court Reporters and Networking addressing audio/video (AV) and networking issues across courtrooms. Open tickets with AV or digital court reporter vendors when necessary. Analyze digital recordings to identify the root cause of incidents and handle tasks such as imaging new or replacement TEC computers and addressing computer or login issues in remote courtrooms. Proactively inform Court Services of 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, necessitating travel to various courtrooms. Assist with end‑user account creation and management for on‑premise systems and use cloud identity and device management solutions to manage users and courtroom computers for the digital court reporter systems. Ensure computers are up to date with security patches and encryption. Assist in the development and documentation of test procedures used to resolve or elevate issues related to requests for technical support within the ticketing application. Support advanced conference room and courtroom setup and training. Diagnose issues using diagnostic tools such as Performance Monitor, Reliability Monitor and hardware diagnostics tools at startup. Repair advanced problems in response to customer‑reported technical issues. Perform troubleshooting using industry standards and resolve security issues related to anti‑virus, anti‑malware, hard drive encryption, email encryption, and external media encryption. Assist with recording changes in assignment and location of computer equipment for inventory purposes using Ivanti Asset Manager, distribute and coordinate completion of annual inventory reports of circuit and family court assets. Utilize the Help Desk ticketing system to track problems from initial occurrence through resolution. Provide secondary application support for Ivanti Service Manager, including asset entry, form changes and user profile administration. Assist with the rollout of Windows updates/versions to end users to maintain security. Perform regular evaluations of computer hardware, software, mobile devices and provide recommendations to management. Assist with laptop imaging and deployment processes. Perform other duties as designated by the Help Desk Manager. Minimum And Additional Requirements 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 at least (4+) years of combined documented Help Desk and AV experience; OR a high school diploma and at least (6+) years of combined documented experience working in Help Desk specific technologies. Related experience may be substituted for the bachelor’s degree on a year‑for‑year basis. One of the following certifications is required: A+, Network+, Security+, MCP, MOS, or MTA. Knowledgeable in 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 in hardware and software systems setup. Experience in 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. Preferred Qualifications 1–2 years experience as a digital court reporter or AV technician. Working experience with AV equipment and knowledge of specialized vocabulary used in judicial proceedings. Basic computer and networking knowledge. Experience with audio playback software. Familiarity with cameras, HDMI converters, cabling and microphones. Working knowledge of cloud‑based storage solutions. Basic understanding of user account management on local PCs and cloud‑joined identity management solutions such as Azure AD. Three of the following certifications are preferred: A+, Network+, Security+, MCP, MOS, MTA; OR 4+ years with recent experience applicable to Help Desk functions. Familiar with SharePoint, Crystal Reports and Audio Visual technologies. Benefits The South Carolina Judicial Branch offers an exceptional benefits package for FTE positions that include: Health, Dental, Vision, Long‑Term Disability, and Life Insurance for employee, spouse, and children. State Retirement Plan and Deferred Compensation Programs (temporary positions have option to enroll). 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. Equal Opportunity Employer The South Carolina Judicial Branch is an equal‑opportunity employer and is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, national origin, sex, gender, pregnancy, age, or disability. Additional Information About State Employee Benefits State employees may also be eligible for additional benefits such as health and dental insurance, retirement and savings plan options, paid vacation and sick leave, work‑life balance programs (telecommuting and flexible work schedules), tuition assistance, holiday, annual and sick leave, and discounts on purchases, travel and more. Employees in temporary grant and time‑limited positions may be eligible for all, some or none of these benefits as they are associated with each position type. For such positions, contact the hiring agency to determine what benefits may be available. #J-18808-Ljbffr