Temporary IT Service Desk Analyst

Service Desk Analyst

To provide hands on technical support to legislative members, staff, and other members of the South Carolina General Assembly. The Service Desk Analyst works under the supervision of the Service Desk Manager to meet team goals and deadlines while providing daily status updates and communicating with co-workers regularly. JOB TASKS:

To support an effective and efficient Service/Help Desk during normal working hours and provide direct support to House and Senate chambers during active session. Some late evenings but will be notified with plenty of notice

Provide professional customer service following ITIL best practices. Provide advanced desktop troubleshooting support for common desktop applications such as those found in Microsoft products: Word, Excel Outlook, Visio, Project, Microsoft TEAMS, One-Note as well Internet browser software.

Troubleshooting support for Agency specific software.

Leverage a software work order management (ticketing) system to record support requests, ensure timely closure of work orders, and provide real time alerting and periodic analysis and reporting of request statistics.

Provide comprehensive software and technology training to legislative members and staff.

Evaluate and test for usability new releases of enterprise software.

Works to continually improve business processes and streamline operational efficiency.

Minimum and Additional Requirements

Must have ITIL Foundations certification or must obtain the certificate within 12 months of full-time employment

Bachelor's degree in information technology, or a related field and at least three (3) to five (5) years of experience in areas of system administration, network administration and/or information technology administration is required or an associate degree in a similar field with (5) years of relevant work experience.

Additional Requirements

Candidates must be able to multi-task efficiently; maintain a positive, courteous, and calm demeanor under pressure; demonstrate the highest level of communication/customer service skills at all times; be able to hear and speak clearly; possess strong written and oral communication skills, employ excellent interpersonal and customer service skills, and be able to succeed in a fast-paced, high-volume environment.

Provide advanced desktop troubleshooting support for common desktop applications such as those found in Microsoft products: Word, Excel Outlook, Visio, Project, Microsoft TEAMS, One-Note as well Internet browser software. Troubleshooting support for Agency specific software will also be required upon completion of LSA employee training and instruction.

Additional Comments

The initial term of this temporary position is 6 months with the potential to hire as a full-time employee.