IT Customer Support Specialist III / 61151564

$38,985 - $55,559/Yr

State of South Carolina

Full-time - Entry Level

Executive, Legislative, and Other General Government Support

About the position

The IT Customer Support Specialist III at the South Carolina Department of Social Services is responsible for providing technical support for VoIP and mobile communication systems. This role involves troubleshooting user and device issues, coordinating installations, and managing service level agreements for telephony services. The specialist will also assist in root cause analysis of recurring issues and help establish standards for problem resolution and device management.

Responsibilities

• Provide program and user technical support for setup, configuration, and issue resolution for Agency VoIP telephones and mobile phones.
• Troubleshoot VoIP and mobile communications user and device issues.
• Complete work requests for technical support to resolve problems in a timely manner.
• Coordinate installations of VoIP desk phones and mobile phones, including new setups and transfers.
• Manage service level agreements (SLAs) for IP telephony services.
• Perform administrative tasks related to Agency communication networks, including problem tracking and documentation.
• Issue and coordinate requests for installation of IoT SIM cards for cellular service provisioning.
• Assist in root cause analysis of recurring issues related to equipment hardware and service requirements.
• Help establish and maintain standards and operating procedures for problem reporting and resolution.
• Perform emergency shelter duty/services as directed.

Requirements

• High School Diploma and four (4) years of experience in computer system development and modification or support.
• An Associate's Degree or a Bachelor's Degree in a related field may substitute for the required work experience.
• Ability to logically troubleshoot moderate computer problems.
• Experience in installing software and hardware.
• Physical ability to move computers and peripheral equipment.

Nice-to-haves

• Experience with VoIP systems and mobile communications support.
• Familiarity with help desk tracking software.
• Knowledge of telecommunications equipment and services.

Benefits

• 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
• Paid Parental Leave
• State Retirement Plan and Deferred Compensation Programs