Location: Kershaw County Government Center. 515 Walnut St, Camden SC 29020

Summary: Under general supervision, this position provides first and second-level remote and desk-side support for desktop computers, laptops, mobile devices, printers, scanners and other peripherals. In addition to providing hardware support, this position is also tasked with supporting the county’s standard software suite along with all vendor software. This position is charged with resolving and documenting support requests, performing preventative maintenance, acting as a light training resource for non-technical staff and delivering quality and consistent day-to-day support to end users.

Qualifications: High school diploma or equivalent. Two‐year degree in Computer Information Technology preferred. Two years’ experience in related fields is preferred. Eligible for employment in the United States. Pass national FBI criminal background check and fingerprint screening, pass a drug screen, lift 45 pounds and have a valid driver’s license. CompTIA A+ preferred, CompTIA Network + preferred.

Responsibilities: Troubleshoot hardware and software problems, completing repairs in a timely and efficient manner, ensuring minimal recurrence of problems. Resolve and document all assigned service requests/incidents while effectively managing end user expectation and satisfaction. Effectively use remote assistant tools, vendor knowledge bases, the county’s ticketing system and other available tools as needed to diagnose and repair end user issues within target time limits. Provide end users with regular communication regarding status of repairs/installs, including notification when repairs are complete; verifies with end users that repairs are satisfactorily completed. Communicate with end user appropriate advice and techniques to avoid future incidents of a similar nature as applicable. Interface extensively with end users of all levels on all application and desktop problems, escalating items as needed to senior IT personnel for root cause determination and resolution. Appropriately document all required information into the county’s ticketing system. Responsible for maintaining complete inventory of desktop hardware and software. Act as point of contact for vendor related issues; triage all end user troubles prior to escalating to vendor support. Responsible for installing and maintaining phone and data cabling infrastructure: patch panels, cabling, data jacks, etc. Model the high level of customer service expected of all technicians including responding to voice mails and emails within organizationally defined timeframes, completing projects as committed, responding to others’ feedback appropriately, and making optimal use of organizationally limited resources by offering assistance to other functional teams when appropriate. Various other duties as required.

Kershaw County is an equal opportunity employer. It is the policy of Kershaw County to recruit, hire, train, and promote employees on the basis of qualifications and without discrimination because of race, religion, color, political affiliation, physical disability, national origin, sex, age, or familial status. Kershaw County is a Drug‐Free Workplace.