IT Service Desk Analyst

The Legislative Services Agency (LSA) is an arm of the South Carolina General Assembly and the legislative branch of state government. LSA provides technology and operational support to the South Carolina Senate, House of Representatives, and Legislative Council in a non-partisan and apolitical manner. JOB PURPOSE The IT Service Desk Analyst provides hands-on technical support and exceptional customer service to legislative members, staff, and other users throughout the South Carolina General Assembly. Working under the supervision of the Service Desk Manager, this position supports daily Service Desk operations, troubleshoots hardware and software issues, documents and resolves service requests, and provides direct technical support to the House and Senate chambers during active legislative sessions., * Provide professional, responsive, and courteous technical support to legislative members, staff, and other authorized users in accordance with ITIL best practices and LSA service standards.

• Support an effective and efficient Service Desk during normal business hours and provide direct technical support to the House and Senate chambers during active legislative sessions.
• Troubleshoot and resolve desktop, application, peripheral, connectivity, and end-user technology issues, including Microsoft 365 applications such as Word, Excel, Outlook, Teams, OneDrive, Visio, and SharePoint, as well as internet browsers and agency-specific applications.
• Use the agency’s service management/ticketing system to accurately document support requests, actions taken, resolutions, and follow-up; ensure timely closure of assigned tickets and assist with service-request reporting and analysis.
• Provide software, system, and technology training to legislative members and staff, including one-on-one assistance and group instruction as needed.
• Assist with testing and evaluating new releases, upgrades, and changes to enterprise and agency-specific software for usability and operational readiness.
• Communicate regularly with the Service Desk Manager and team members regarding priorities, unresolved issues, daily status, and service needs.
• Identify opportunities to improve business processes, customer service, documentation, and operational efficiency.
• Maintain professionalism, discretion, and composure in a high-profile legislative environment and protect confidential or sensitive information encountered while performing assigned duties.
• Provide additional coverage and technical support as operational needs require. Active legislative sessions may occasionally require extended or evening hours with advance notice when practicable.

• Bachelor’s degree in information technology or a related field and three (3) to five (5) years of relevant information technology experience; or
• Associate degree in information technology or a related field and five (5) years of relevant work experience; or
• For candidates without a degree, ten (10) years of related information technology and customer service experience, or an equivalent combination of relevant military training/education and industry-recognized IT certifications.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service, interpersonal, written, and verbal communication skills, with the ability to interact professionally with legislative members, staff, coworkers, and guests.
• Ability to multitask effectively, prioritize competing requests, remain calm under pressure, and succeed in a fast-paced, high-volume environment.
• Strong troubleshooting and problem-solving skills with the ability to diagnose, document, and resolve common end-user technology issues.
• Working knowledge of Microsoft 365 applications, Windows-based desktop environments, internet browsers, and common office technology.
• Ability to learn and support agency-specific applications, procedures, and legislative technology following LSA training and instruction.
• Ability to work collaboratively as part of a team, communicate status and concerns promptly, and meet established service goals and deadlines.
• Dependability, professionalism, sound judgment, attention to detail, and a strong commitment to providing excellent service., * ITIL Foundation certification is required or must be obtained within 12 months of full-time employment.