<p>Job Responsibilities</p> <p>Do you have a passion to provide meaningful contributions to your community? Would you like to be part of an organization whose central mission is helping to protect, stabilize and strengthen the lives of South Carolina's children, families, and vulnerable adults? If so, the SC Department of Social Services has the right job opportunity for you!</p> <p>Job Duties:</p> <p>The Helpdesk Supervisor oversees the triage and coordination of IT support requests, ensuring efficient intake, prioritization, and escalation of technical issues. The supervisor enforces established service desk procedures, monitors ticket workflows, and ensures timely resolutions. This role manages the team responsible for providing first-line support, troubleshooting basic technical problems, and routing complex issues to the appropriate team.</p> <ul> <li>Supervising the help desk team, overseeing the intake, categorization, and prioritization of support requests. Ensure issues are properly documented, assigned, and escalated in a timely manner, while maintaining prompt and effective responses to Tier 1 issues. </li><li>Supervise and assess employee performance, including conducting regular performance reviews, setting goals, and providing constructive feedback. </li><li>Analyze ticketing data to identify trends, recurring issues, and opportunities for process improvement. Develop knowledge base articles, refine triage workflows, and generate team-level performance reports for internal tracking and management review. </li><li>Administer day-to-day Help Desk system functions such as user account setup, ticket categories, and standard automation rules. </li><li>To ensure that personal identifying information (PII) is properly used, accessed, gathered, shared and disposed. To protect the agency networks and applications by safeguarding systems, equipment and data. </li><li>Performs other duties as necessary. </li></ul> <p>Minimum and Additional Requirements</p> <p>An Associate Degree and (4) four years of relevant hands-on IT support experience may substitute for the Bachelor's Degree.</p> <p>A Bachelor's Degree in Computer Science, Information Technology, or a closely related technical field; and at least (2) two years of professional, hands-on experience in an IT support role (Tier 2 or higher) in a corporate or government environment</p> <p>Preferred Qualifications</p> <p>Experience must include: Direct support of end users (remote and in-person), ticket management, and troubleshooting of hardware, software, and basic networking issues. Experience limited to personal projects, academic coursework, informal support (e.g. friends or family), or non-technical roles will not be considered toward the required minimum.</p> <p>Additional Comments</p> <p>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.</p> <p>Must have a valid driver's license, with access to a personal vehicle, and be able and willing to drive and transport children and adults. Must be able to lift children and to interact with adults and children in a positive and supportive demeanor. Must have the ability to cope with stressful work and life-threatening situations.</p> <p>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.</p> <p>The South Carolina Department of Social Services offers an exceptional benefits package that includes:</p> <ul> <li>Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children </li><li>15 days annual (vacation) leave per year </li><li>15 days sick leave per year </li><li>13 paid holidays </li><li>Paid Parental Leave </li><li>State Retirement Plan and Deferred Compensation Program </li></ul> <p>DIVISION: Information Systems / Richland County</p>