Helpdesk Endpoint Specialist / 61014275

Do you have a passion to provide meaningful work in the community? Would you like to be part of an organization whose central mission is helping to protect, stabilize and strengthen the lives of children, families, and vulnerable adults? Then the South Carolina Department of Social Services has the right job opportunity for you.

Job Duties:

• The Helpdesk Endpoint Specialist provides remote technical support to agency staff in a high-volume service desk environment. The position focuses on ticket intake, triage, and accurate routing of requests, while delivering second-level support for endpoint and business application issues that can be resolved remotely. Utilizing established procedures, troubleshooting guides, and standardized workflows, the specialist handles recurring issues in agency-supported systems - such as account changes, access requests, and other scripted support tasks - before escalation to field, endpoint, or infrastructure teams when further action is needed. The role documents incoming tickets, asks clarifying questions, maintains clear records in the ticketing system, follows security and support standards, and provides consistent, professional communication with end users.

• Second-Level Endpoint Support: Provide remote troubleshooting for desktops, laptops, mobile devices, and peripherals when issues exceed Tier 1 scope but can be resolved using documented procedures and tools.

• Ticket Handling & Triage: Record, update, and track support requests in the agency's ticketing system. Review information from Tier 1 and users, confirm key details, and prioritize tickets according to established guidelines.

• Business Application & Workflow Support: Use established workflows and troubleshooting guides to resolve recurring issues in agency-supported applications. Assist with scripted tasks such as account changes, access requests, and other standard service requests.

• Escalation & Coordination: When problems cannot be resolved remotely or require higher-level access, gather relevant information, document steps taken, and escalate to the Field Support team or other designated technical teams following defined escalation paths.

• Customer Communication & Follow-Up: Communicate with users by phone, email, and collaboration tools to clarify issues, provide updates, and confirm resolution. Maintain a professional, patient tone and ensure users know the status of their requests.

• Documentation & Knowledge Sharing: Document resolutions, update ticket notes, and suggest improvements to existing procedures or knowledge base articles when recurring issues are identified.

• Perform other duties as assigned.

A High School Diploma and experience in office automation systems, data communications system design, installation, operation, repair, or processing of information in a data processing environment or related systems. A degree in a related field may be substituted for the required experience on a year-for-year basis.

This application for employment with the SC Department of Social Services must be completed in its entirety. A resume may be included; but shall not be substituted in lieu of the completion of this application in part or in whole. "See Resume" is not acceptable information for the completion of any part of the requirements of this application. If such is submitted, this employment application will be considered incomplete and may not be forwarded as eligible for consideration to hiring managers.

Must possess a valid driver's license and have access to and be able to operate a motor vehicle. Individuals must comply with necessary field work assignments.

If you certify, by completion and submission of this application, that you possess educational credentials that qualify you for the available DSS positions, you will be required to provide a certified official transcript, if you are selected for job offer.

The South Carolina Department of Social Services offers an exceptional benefits package that includes:

• 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

DIVISION: Information Systems / Richland County