Help Desk Administrator

WHO WE ARE The South Carolina State Library (SCSL) serves the people of South Carolina by supporting state government and libraries to provide opportunities for learning in a changing environment. We develop, support, and sustain a thriving statewide community of learners committed to making South Carolina stronger. JOB OPENING We have a great career opportunity available for a Help Desk Administrator in our Columbia, South Carolina headquarters. Under the general supervision of the Director of Information Technology Services, the Help Desk Administrator administers the help desk for the South Carolina State Library. The Help Desk Administrator responds to, diagnoses, and resolves first level (tier one) technical support for printers, network infrastructures, desktop systems, laptop systems, mobile devices, and other IT equipment. This position provides high quality customer service to all public, staff, peer, agency, county, and educational customers and contacts that the library serves. Responsibilities Responsible for the administration of the State Library IT Help Desk; provides high quality customer service to all public, staff, peers, agency, county and educational customers and contacts that the library serves. Identifies, researches, and resolves technical problems. Documents, tracks, and monitors the problem to ensure a timely resolution. Responds to telephone calls, email and personnel requests for technical support. Open tickets with the State IT Help Desk when tier two support is needed for any State shared services the State Library utilizes. Provides IT support for agency public events. Executes daily rounds for quality assurance purposes in ensuring all workstations and equipment are functioning properly. Delivers reports that detail support activities monthly. Provides hands‐on technical support, installation, and maintenance of desktops, laptops, mobile devices, printers, scanners, AV equipment, network peripherals and software. Verifies if upgrades are needed; installs new or upgraded software; and conducts testing. Instructs and trains staff/new users on software or equipment, especially when major upgrades are made, including more formalized training classes. Manages, maintains, upgrades and modifies loaner equipment and any associated processes. Manages the agencies IT asset physical inventory. Collects outdated equipment for disposal and keeps inventory updated; conducts periodic audit of IT equipment and related hardware. Collaborate with Human Resources during employee onboarding process. Works closely with the agency Information Security Officer to ensure Help Desk compliance with agency information security policies and privacy standards. Acts as first level incident response to alerts received from the State Security Operations Center (SOC). Occasionally meet contractors/field Techs, escort to work areas, and assist. Compose and publish technical documentation. Recommend and purchase peripherals and IT supplies. If you are looking for an organization that offers a collaborative and inclusive work environment an excellent work culture paid professional memberships professional development and learning opportunities for staff tuition assistance an opportunity to work with professionals that are passionate about delivering exceptional results and advancing the mission and vision of their organization Then South Carolina State Library is the organization for you! WHAT WE BELIEVE We outwardly demonstrate who we are as an organization through our values. Our people are our greatest resource and our values drive our people. Communication: We believe communication in every direction and through multiple methods is essential to doing our work at the highest level. As an information organization, we use a transparent process for decision making which encourages creativity and fosters collaboration among staff and our community. Flexibility : An agile organization is one that can change course to provide better services. We define our organization in this way and pride ourselves in being good stewards of all resources. Community Driven: Our community is the state. Our value is demonstrated in what we are able to give back as public servants. We believe that by remaining open to our community’s needs, we can personalize experiences for individuals and groups. Inclusivity: We strive to expand opportunities to better connect with others and break down barriers. Integrity, respect, and equality guide our performance and we are committed to hiring staff that reflect our community. Professionalism: Our staff model professionalism by providing a welcoming environment, excellent customer service, valuing diversity, and supporting multiple methods of service delivery. A well‑trained and knowledgeable staff is our greatest asset. Need more reasons to apply? SCSL is committed to providing our employees with a collaborative and inclusive work environment that provides challenging work, personal and professional growth, and a work/life balance. In addition to all the great perks we’ve already shared, we also offer: Health, Dental, Vision, Life, Retirement, and more 15 days of annual leave per year 15 days of sick leave per year 13 paid holidays Team Building Activities – We believe in growing together As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, age (over 40), sex, including pregnancy and childbirth (or related medical conditions), sexual orientation, gender identity, national origin, disability, or veteran status. Education and work experience A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems. An associate's degree or a bachelor's degree in a related field may be substituted for the required work experience. This position will require the operation of a state vehicle; must possess a valid driver’s license. Skills and knowledge Experience with Microsoft 365 applications; Word, Excel, Powerpoint, etc. Experience with using Microsoft Intune and imaging PCs for deployment a plus. CompTIA A+, Network+ and Security+ technical certifications are preferred. Flexibility to work hours outside of normal work schedule. Ability to provide excellent customer service Exceptional communication skills. Strong organizational skills. Ability to self‑manage time and tasks with good attention to detail. Ability to work and function with a cohesive team. Ability to lift 40 lbs. Preferred Qualifications Five (5) years of technology support experience. Experience with a help desk ticketing system. Work takes place in an office environment. Overnight travel is not expected for this position, however may be occasionally necessary. Some local travel is expected. Occasional work on evenings and weekends. #J-18808-Ljbffr