<p>Job Responsibilities</p> <p>Provides technical support primarily to our external customers that use SCDOT computer applications. Diagnoses and resolves problems with hardware/software, applications, firewalls, browsers, compatibility view settings, operating systems, network, servers, and databases. Creates network accounts using Active Directory (AD). Resets passwords, unlock accounts, disables, and enables user accounts. Assigns appropriate permissions in various systems, such as Encroachment Processing Permitting System (EPPS), Construction Extranet, and VTE.</p> <p>Maintains and monitors the Help Desk ticketing system. Creates tickets, gathers more information for existing tickets, if needed, assigns, and completes tickets. Maintains and monitors CSCTS (Call Center) system for external customers. Enters work performed, action taken, and completes requests. Resolves issues or escalates to appropriate IT area. Ensures all tickets are resolved in a timely manner. Follows-up on outstanding tickets periodically.</p> <p>Trains computer users in a variety of software, including but not limited to Help Desk system, LMS, CSCTS, EPPS, Construction Extranet, VTE, and HR e-forms. Identifies computer training needs. Develops, learns, and assigns IT Security training using our LMS. Monitors automated emails and sends emails using shared mailbox for computer accounts. Develops and runs reports in LMS for IT security training for registration, in-progress, and completion. Sets up and conducts new employee orientation training. Utilizes Duo Security admin portal and maintains Duo Security user accounts with Active Directory (AD). Maintains computer software and hardware in training rooms for classes and meetings. Installs software, Windows updates, MS Office updates, plug-ins, and other software in training labs. Performs other related duties as assigned.</p> <p>Minimum and Additional Requirements</p> <p>A high school diploma and two and one-half (2.5) years of experience in office automation systems, data communications system design, installation, operation, repair, or processing of information in a data processing environment or related systems; or an approved acceptable equivalence. A valid motor vehicle operator's license is required.</p> <p>The physical demands for the essential functions includes sitting or standing at a desk for an extended periods and working on a computer. May be required to lift up to 30 lbs. May be required to work outside normal business hours, especially, during inclement weather and/or other departmental-related emergencies.</p> <p>Additional Comments</p> <p>The South Carolina Department of Transportation is committed to a diverse workforce and does not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information.</p>