Help Desk Support Specialist III

Help Desk Support Specialist III

The South Carolina Judicial Branch invites applications for the Help Desk Support Specialist III position in the South Carolina Judicial Branch. 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 of the position include:

• Analyzing, troubleshooting, and providing solutions to issues relating to judicial technology, hardware, and software for all SCJB employees.
• Assembling, configuring, installing, and maintaining computer equipment, peripherals, and mobile devices.
• Working closely with the networking department to deploy laptop/desktop images.
• Being a subject matter expert for Microsoft Office and Office 365 applications.
• Responsible for 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.
• Serving as a liaison for Court Reporters and Networking addressing audio/video (AV) and networking issues that may occur in courtrooms across the state.
• Opening tickets with AV or digital court reporter vendors when necessary.
• Analyzing digital recordings to identify the root cause of incidents, while also handling tasks such as imaging new or replacement TEC computers and addressing computer or login issues in remote courtrooms.
• Proactively informing Court Services of equipment malfunctions or technical issues in trial court settings.
• Responding promptly to urgent assistance requests during court proceedings.
• Additionally, attending county site visits and assisting with training on TEC courtroom technology, necessitating travel to various courtrooms.
• Assisting with end-user account creation and management for on-premise systems.
• Utilizing cloud identity and device management solutions to manage users and courtroom computers for the digital court reporter systems.
• Ensuring computers are up-to-date with security patches and encrypted.
• Assisting in the development and documentation of test procedures used to resolve or escalate issues relating to requests for technical support within our ticketing application.
• Advanced conference room and courtroom support/setup and training.
• Diagnosing issues by running diagnostic tools consisting of but not limited to Performance Monitor, Reliability Monitor and the Hardware Diagnostics tools at startup.
• Repairing advanced problems in response to customer reported technical issues.
• Performing troubleshooting using industry standards and resolution of security issues related to anti-virus, anti-malware, hard drive encryption, email encryption, and external media encryption.
• Assisting with recording changes in assignment and location of computer equipment for inventory purposes including surplus equipment by using Ivanti Asset Manager.
• Distributing and coordinating completion of annual inventory reports of circuit and family court assets.
• Utilizing the Help Desk ticketing system to track problems from initial occurrence through resolution.
• Secondary application support for Ivanti Service Manager to include asset entry, form changes and user profile administration.
• Assisting with the rollout of Windows updates/versions to end users to maintain security of SCJB issued equipment.
• Performing regular evaluations of computer hardware, software, mobile devices and providing recommendations to management to ensure that adequate end user support are being provided for business processes.
• Assisting with laptop imaging and deployment process.
• Performing 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 are 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. 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.

Additional Comments

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; and
• Workers' Compensation Benefits