IT Customer Support Specialist II / IT Customer Support Specialist II

Do you have experience in customer service? Do you enjoy working with the public? Are you detail- oriented? If so, the Department of Motor Vehicles may have a position for you as an IT Customer Support Specialist. The team at DMV values teamwork, commitment, and excellent customer service. Come join us and find the keys to your future! This position is in the IT Help Desk Unit of the Information Technology (IT) at SCDMV Headquarters, Blythewood, SC. Responsibilities of the IT Customer Support Specialist II

• Answer and track incoming calls and e-mail requests for technology assistance, including assistance PC hardware and peripherals, and telephone and network connectivity.

• Provide first/second tier support by troubleshooting, reporting and resolving system, PC hardware and peripherals, and network problems. This level of support will require direct support of end-users’ workstations and other system equipment and software within the agency.

• Generates help desk tickets and forwards service requests to the appropriate technician; monitors open tickets, provides update status to users, and generates data collection for performance monitoring.

• Provide support to external users regarding accessing and using agency systems.

• Assist with yearly access reviews and renewals as needed.

• Produce reports and trouble analysis for the DMV IT Help Desk and management.

• As a member of the information security incident response team (ISIRT), utilizes available network and software tools, DMV policies, processes and procedures to detect, identify, troubleshoot, isolate, and correct data/equipment/network related security issues. Assists other ISIRT team members and responds to emails. ISIRT team members will ensure the CIO and ISO are informed of all actions performed or needed. Documents incident on the tracking log

• Perform other duties as assigned by IT leadership., Supplemental questions are considered part of your official application. Any misrepresentation will result in your disqualification from employment. Please complete the state application to include all current and previous work history and education.

• A high school diploma and relevant experience.

• An associate degree or a bachelor’s degree in a related field may be substituted for the required work experience.

Additional Requirements

• Basic to moderately complex knowledge of capabilities and intricacies of systems and applications.

• Ability to understand and carry out simple to moderately complex technical and non-technical instructions and requests.

• Ability to analyze and convert simple to moderately complex technical instructions to materials that can be understood by non-technical personnel.

• Ability to communicate effectively, both orally and in writing.

• Ability to work effectively with users, vendors, and other internal and external customers.

• Ability to use problem management database and help desk systems.

• Works under general guidance of manager or supervisor. Employee has general discretion to use own good judgement in accordance with industry Best Practices documents and procedures.

• Position requires a valid South Carolina driver license.

• Help Desk staff is required to work extended hours and shift rotation. The job requires sitting for prolonged periods and extended time spent at a computer terminal.

Agency Preferred

• A high school diploma and at least two (2) years of experience in a computer support, help desk position, or customer support., Applicants must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

The South Carolina DMV offers a robust and competitive benefits program.

• Health, dental, vision, long term disability, and life insurance for employees, spouse and children (also available for temporary employees working over 30 hours per week)
• 15 days annual (vacation) leave per year
• 15 days sick leave per year
• 13 paid holidays
• State Retirement Plan and Deferred Compensation Programs (optional for Temporary Employees)
• An exceptional Employee Assistance Program (EAP) at no cost to the employee or members of their household