IT Customer Support Specialist III

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 Provide first level technical support to customers by responding to requests for assistance, documenting incidents, and resolving routine hardware, software, and technology related issues using established procedures. Assist with monitoring IT systems and equipment, maintain user and procedural documentation, and support day-to-day operation of enterprise technology services. Escalate complex issues to higher-level support teams as needed while delivering timely, professional customer service and ensure documentation of all service requests and resolutions. 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. High school diploma and experience in office automation systems, data communications system design, installation, operation, repair, and/or processing of information in a data processing environment and related systems. An associate's degree or bachelor's degree may be substituted for required work experience. Experience using help desk, ticketing, and problem management systems to document, track, and resolve incidents and service requests. Excellent customer service skills with the ability to respond effectively to inquiries received by phone, e-mail, or walk-in. Must be able to adhere to establish procedures and maintain confidentiality and professionalism when handling sensitive information. Position may require extended work hours, including availability to work state holidays, nights, weekends, and during emergency/disaster events. This position supports 24/7 end user support services, which will include participating in a rotating on-call schedule to provide after hours support. 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.