IT Customer Support Specialist III

Job Responsibilities

About SLED

The South Carolina Law Enforcement Division (SLED) is a premier statewide law enforcement agency dedicated to serving and protecting the citizens of South Carolina. With a proud history rooted in integrity, professionalism, and public service, SLED is committed to providing high-quality investigative, intelligence, and forensic services to support law enforcement agencies across the state.

At SLED, we value dedication, ethical conduct, accountability, and a strong commitment to justice. Our agency plays a vital role in maintaining public safety and supporting criminal justice efforts at the local, state, and federal levels. From advanced forensic science to homeland security, criminal investigations, and criminal justice information systems, SLED's diverse responsibilities make it one of the most dynamic law enforcement agencies in the state.

We foster a professional work environment where teamwork, respect, and continuous improvement are fundamental. Our employees are held to the highest standards and are given opportunities to grow within a mission-driven organization that makes a meaningful difference in South Carolina communities.

Learn more about why you should join our team at www.sled.sc.gov .

General Responsibility

The IT Customer Support Specialist III has a crucial role within our technical support team, responsible for providing initial assistance and technical solutions to address customer inquiries and technical issues. By effectively addressing their technical inquiries and issues, this role contributes to a positive customer experience, sets the tone for exceptional support, and plays a key role in ensuring the overall satisfaction of our user base.

Specific Duties

• Gather and record technical information from customers. Determine the nature of the call and use your experience and the internal knowledge database to diagnose, isolate, and resolve the issues or appropriately escalate the to ensure customer satisfaction; Transfer knowledge to team members to ensure proficient ticket resolution.
• Record the problem description, including specific error messages and/or symptoms, any troubleshooting steps taken, and the result, and the solution, if applicable in the help desk log. Track the status of open/unresolved tickets and follow up with the technicians and the customers to ensure SLA's are met and customer satisfaction is maintained. Follow-up on closed service requests to ensure customer satisfaction. Identify and suggest possible improvements to processes and procedures.
• Troubleshoot and diagnose network connectivity issues affecting the Law Enforcement Message switch, agencies, and other entities connection to the switch or the SLED network; Monitor and act on any abnormalities detected that would affect performance or availability of the law enforcement network.
• Monitor and respond to system alerts promptly and appropriately. These alerts include analyzing queries, error messages, and malfunctions. Plan, organize and coordinate the daily schedules for the backups and other processing jobs.
• Perform other duties as assigned.
  
  

Minimum And Additional Requirements

• A High School diploma and two (2) years of experience with Help Desk, Desktop, or other IT departmental support. An Associates Degree or Bachelors Degree in Computer Science, Information Systems, or related field may be substituted for relevant work experience
• Must have a basic knowledge of Office 365 applications (Outlook, Teams, OneDrive, Word, Excel, etc.) and Windows 10/11 operating system; with a working knowledge in Windows 11I
• Must have a working knowledge of desktop/laptop hardware
• Must have the knowledge of network troubleshooting techniques such as PING, TRACETROUTE, and NSLOOKUP
• Effective analytical and problem solving skills
• Excellent verbal and written communication
• Position may require extended work hours
• Position requires availability to work state holidays, nights, weekends, and during emergency/disaster events
• May be required to work a rotating schedule and may be required to work 1st, 2nd, or 3rd shifts
  
  

Preferred Qualifications

• Comptia A and Network certifications are preferred
  
  

Additional Comments

South Carolina Law Enforcement Division (SLED) 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.

SLED offers an exceptional benefits package for FTE 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
• Paid Parental Leave
• State Retirement Plan and Deferred Compensation Programs
  
  

Supplemental questions are considered part of the official application. Any misrepresentation of yourself may be grounds for disqualification.

Conditional selection based on candidate education, training, experience, oral interviews and clearance of background investigation.