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Endpoint Technician II

4 months ago

Columbia, United States State of South Carolina Full time

Job Responsibilities

Endpoint Technician II

Provides customer support for enterprise applications, operating systems, endpoints, and peripheral devices, including installation, maintenance, upgrades, troubleshooting, problem resolution, acquisition, and replacement. Monitors agency system ensuring end-user support is provided efficiently and effectively. Analyzes, documents, reviews, and updates procedures for implemented endpoint technologies.

Responsibilities of Endpoint Technician II:

* Provide oversight and operational management of endpoint support tickets.
* Plan and document Endpoint Support procedures, provide guidance and training for endpoint users, and facilitate the coordination and escalation of support tickets as necessary.
* Monitor service desk ticketing system for repetitive endpoint issues and work with Service Desk management on areas of improvement on customer support as needed.
* Coordinate, compile, develop, and maintain documented processes and procedures of implemented endpoint technologies as it relates to Endpoint support.
* Collaborate and communicate with support technicians and the service desk to identify necessary and needed support documentation.
* Perform operational support and serve as liaison between support technicians, engineers, system administrators, and application vendors for escalated support issues.
* Research, elevate, and implement approved measures to increase security, reliability, and confidentiality of implemented endpoint solutions.
* Monitor, schedule, and implement approved upgrades, patches, and configuration changes.
* Serve as the agency's Information Security Officer responsible for the development and implementation of security policies and strategy to maintain compliance with state and federal requirements, including HIPAA.
* Work with the Department of Administration's Enterprise Privacy Office (EPO) to assure agency privacy protection and compliance measures, as well as appropriate IT risk management and mitigation.
* Manage automation equipment distribution and life cycle replacement plans.
* Perform other duties as assigned.

Minimum and Additional Requirements

Minimum Requirements:

A bachelor's degree and experience in Information Technology (IT), installation, operation, or repair of end user applications. Related experience may be substituted for the bachelor's degree on a year-for-year basis. At least three (3) years of experience in areas of system end point software installation, network basics and/or information technology industry best practices, and data privacy and security compliance.

Additional Requirements:

* Comprehensive knowledge of IT problem management methods and practices and ability to implement new and innovative methods and technologies.
* Thorough knowledge of complex analytical methods.
* Ability to effectively recognize, report, track, and resolve complex technical problems.
* Ability to communicate effectively, both verbally and written, and develop interpersonal skills.
* Must possess the skills to manage multiple computer environments, platforms, and technologies.
* Ability to prioritize work and work accurately under pressure of deadlines.
* Knowledge of federal and state data privacy and network security laws and industry standards.
* Must be able to obtain/maintain compliance certifications and trainings as required.

Applicants indicating college credit or degree(s) on the application will be required to bring a copy of college transcript to the interview. A copy of the transcript may also be uploaded as an attachment to the application, if required by the hiring department or if desired by the applicant. Please note that some areas of the Department may require an official, certified copy of the transcript prior to hiring or within a specific timeframe required by that area, after hiring. Failure to produce an official, certified transcript may result in not being hired or termination.

Additional Comments

The South Carolina Department of Veterans' Affairs 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.

Supplemental questions are considered part of your official application. Any misrepresentation will result in your disqualification from employment. 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.