Salary: $54,974.00 – $78,343.00 Annually
Location : Richland County, SC
Job Type: FTE – Full-Time
Job Number: 152966
Agency: Department of Health and Human Services
Division: IT Infrastructure and Operations
Opening Date: 07/31/2023
Closing Date: 8/14/2023 11:59 PM Eastern
Class Code:: AM66
Position Number:: 61070530
Normal Work Schedule:: Monday – Friday (8:30 – 5:00)
Pay Band: Band 7
Hiring Range – Min.: $54,974.00
Hiring Range – Max.: $78,343.00
Opening Date: 07/31/2023
EEO Statement: Equal Opportunity Employer
Agency Specific Application Procedures:: Failure to provide detailed and complete information may result in your application not being referred.
Veteran Preference Statement: South Carolina is making our Veterans a priority for employment in state agencies and institutions.
Job Responsibilities
The Agency’s mission is to be boldly innovative in improving the health and quality of life for South Carolinians.
This position is located in the Bureau of Information Technology Services, Richland County.
Are you the One? We are looking for an Endpoint Technician II who is responsible for supervising the IT Services Field Office Support Team. This includes managing the tier 1 – 3 service desk responsibilities for county field office technicians located in all of the Agency Processing Centers. Serves as a resource in troubleshooting and solving complex technical issues. Assists in making short and long term decisions regarding information technology growth and development. Demonstrates excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. Resolves complex issues requiring detailed systems and applications knowledge. Meets the established Service Level Agreement when resolving assigned incident and requests tickets. Effectively communicates updates with customers in regard to open tickets via Agency phone, email, or messenger applications. Participates in IT Service Desk process improvement and procedure documentation.
- Manage and supervise the organization, operation and development of IT Service Desk Field Support Team. Ensure the Field Support staff provides statewide tier 1-3 level support during Service Desk coverage hours. Monitor Field Support customer satisfaction and effectively and efficiently address issues and concerns as they arise. Make periodic visits to field offices and travel with field techs to build rapport and check on any issues they may have. Participate in the development of IT related planning.
- Performs fundamental supervisory and leadership functions in accordance with Department policies and procedures, best practices and Federal and State rules and regulations, especially with regard to Equal Employment Opportunity Commission (EEOC) standards. Maintains an effective organizational team and motivates diverse staff to accomplish mission critical operations and objectives. Promotes workforce engagement.
- Ensure that Field Support polices and procedures are developed, documented, and followed by staff. Generate reports to monitor field tech’s progress.
- Serve as senior resource in troubleshooting and solving complex technical issues. Assist agency management in making short and long term decisions regarding information technology growth and development.
- Participate in IT Service Desk process improvement and procedure documentation.
- Assure self and field technicians are knowledgeable of agency equipment or systems and participate in training opportunities as available including Linked-In Learning online training. Develop training plan to assist with obtaining the skills necessary for successful job performance and growth.
- Follow agency EPMS policy that all employees must have planning stage, feedback and evaluation in a timely manner per written agency policy. Evaluate staff to ensure they have adequate skills necessary to perform their job.
- Perform required additional duties as needed.
The South Carolina Department of Health and Human Services offers an exceptional benefits package for FTE and TGE positions 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.
- State Retirement Plan and Deferred Compensation Programs.
Minimum and Additional Requirements
A bachelor’s degree and experience in automated information or communication system design, installation, operation, and repair.
Related experience may be substituted for a bachelor’s degree on a year-by-year basis.
Additional Requirements:
- Sitting or standing for long periods of time.
- Lifting requirements: 50 lbs.
- Occasional overnight travel.
- Requires holder to drive routinely.
- Valid driver’s license.
- Overtime and/or weekend work with Deputy approval.
Preferred Qualifications
- Knowledge of communication or information systems.
- Knowledge of various software and hardware infrastructure and their uses.
- Knowledge of computer system analysis, design, testing, debugging and maintenance.
- Ability to analyze data and provide solutions to complex problems.
- Ability to establish working relationships with committee members, users and vendors.
- Ability to communicate effectively.
- Ability to effectively manage and supervise a team.
Additional Comments
Please complete the State application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position. Supplemental questions are considered part of your official application for qualification purposes. All applicants must apply online. All correspondence from the Office of Human Resources will be through electronic mail.
The South Carolina Department of Health and Human Services is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.
Benefits for State Employees
The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.
Insurance Benefits
Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.
Retirement Benefits
State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.
Workplace Benefits
State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.
Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.
01
The responses you provide to these Supplemental Questions will be used in combination with your application to determine whether you meet the minimum qualification requirements. Please, thoroughly complete the Education and Work Experience sections of your application and the Supplemental Questions. Failure to provide detailed and complete information will result in your application being rejected. Any misrepresentation or omissions will result in your disqualification from employment and/or termination. You may not submit resumes in lieu of filling out the application or answering the Supplemental Questions. I acknowledge that I have read, understand, and agree with the above.
- Yes
- No
02
What is your desired salary expectation for this position?
03
Do you have a High School Diploma or higher?
- Yes
- No
04
Do you have experience in office automation systems, data communications system design, installation, operation, repair, or processing of information in a data processing environment or related systems?
- Yes
- No
05
Do you wish to claim Veteran Preference? If yes, you must submit a copy of your DD214 Form with your job application in order to qualify and claim this preference.
- Yes
- No
06
How did you hear about this career opportunity?
Required Question