Help Desk Analyst

Salary: $39,300.00 - $53,100.00 Annually Location : Richland County, SC Job Type: FTE - Full-Time Job Number: 185043 Agency: Department of Social Services Division: Information Systems Opening Date: 02/24/2026 Closing Date: 3/2/2026 11:59 PM Eastern Residency Requirement: No Class Code:: AM61 Position Number:: 61015773 Normal Work Schedule:: Monday - Friday (8:30 - 5:00) Pay Grade: TEC02 Hiring Range - Min.: $39,300.00 Hiring Range - Max.: $53,100.00 Opening Date: 02/24/2026 EEO Statement: Equal Opportunity Employer Agency Specific Application Procedures:: All applicants must apply online. All correspondence from DSS Human Resources will be made through electronic mail, unless otherwise indicated. Veteran Preference Statement: South Carolina is making our Veterans a priority for employment in state agencies and institutions. Job ResponsibilitiesDo you have a passion to provide meaningful contributions to your community? Would you like to be part of an organization whose central mission is helping to protect, stabilize and strengthen the lives of South Carolina's children, families, and vulnerable adults? If so, the SC Department of Social Services has the right job opportunity for you! Job Duties: The Help Desk Analyst provides first level technical support to agency staff in a high-volume service desk environment. The role focuses on ticket intake, initial troubleshooting, and accurate documentation of user issues. Using established scripts, knowledge base articles, and standard procedures, the technician resolves common technical problems and service requests. Issues that cannot be resolved at this level are escalated with clear documentation to the Help Desk Endpoint Specialist, Field Support, or other technical teams. The technician maintains professional communication, ensures users are informed of ticket status, and follows all security and support standards. Ticket Intake, Recording and Documentation. Accurately create, record, and update all technical support requests in the agency's ticketing system. Gather essential details to support proper prioritization, routing, and resolution by technical and application teams. Use appropriate Category/Term/Item (CTI) selections when logging incidents and requests. First Level Technical Support. Address and resolve routine Tier 1 issues such as password resets, account lockouts, basic account assistance, remote access requests, and other documented support tasks. Provide prepared guidance and instructions to customers during service interruptions, maintenance windows, and application or service projects. Standard Service Requests and Application Support. Complete predefined, scripted service desk tasks and follow established workflows to assist with recurring issues in agency supported applications when resolution is possible through direct client instruction or documented procedures. Issue Escalation and Coordination. Identify issues that fall outside Tier 1 scope. Document steps taken, gather relevant information, and escalate to the Help Desk Endpoint Specialist, Field Support, or other designated technical, application, or service teams. Coordinate with other agency help desks as needed and provide users with contact information for non-agency support teams when issues belong to another State entity. Customer Communication and Service Quality. Communicate with users by phone, email, and collaboration tools to gather information, clarify issues, provide updates, and confirm resolution. Maintain a professional, patient, and service-oriented attitude. Ensure users understand the status of their requests and receive a positive support experience. Knowledge Base Use, Documentation and Instructional Materials. Use existing knowledge base articles to resolve issues. Document resolutions, update ticket notes, and contribute to self-help and staff knowledge resources. Create or maintain instructional documents and user guides for common issues and requests. Data Protection and Security Compliance. Ensure that personally identifying information (PII) is properly accessed, used, gathered, shared, and disposed of according to policy. Safeguard agency systems, equipment, and data by following established security standards and procedures. Minimum and Additional Requirements A High School Diploma and basic experience using computers, office software, or customer service systems. Experience may include general computer use, basic troubleshooting, or assisting others with routine technical issues. A degree in a related field may substitute for experience on a year for year basis. Additional Comments This application for employment with the SC Department of Social Services must be completed in its entirety. A resume may be included; but shall not be substituted in lieu of the completion of this application in part or in whole. "See Resume" is not acceptable information for the completion of any part of the requirements of this application. If such is submitted, this employment application will be considered incomplete and may not be forwarded as eligible for consideration to hiring managers. Works in a professional office setting with frequent use of computers, phones, email, and the ticketing system. Primarily sedentary role with occasional lifting up to 25 lbs. Occasional travel to DSS offices; rare overnight travel for training or meetings. Must have a valid DL. If you certify, by completion and submission of this application, that you possess educational credentials that qualify you for the available DSS positions, you will be required to provide a certified official transcript, if you are selected for job offer. DIVISION: Information Technology / Richland CountyThe South Carolina Department of Social Services offers an exceptional benefits package that includes: Health, Dental, Vison, 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 Benefits for State Employees The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies. Insurance Benefits Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses. Retirement Benefits State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options. Workplace Benefits State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more. Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available. 01 Have you ever been terminated or forced to resign from any job? If yes, please explain. 02 I understand that 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. If there are periods of time when you were not employed, you must also list those periods on your employment application. A resume cannot be substituted for completing work history and education sections of the employment application. Employment application will be considered incomplete and not forwarded. I have read and acknowledge the above. Yes No 03 I understand that by completion and submission of this application, that if I possess educational credentials that qualify me for the available DSS positions, I will be required to provide a certified official transcript, if selected for the position. Yes No 04 I understand that it is my responsibility to provide a certified official college transcript within two (2) weeks of employment in the event I am offered a position with the Department of Social Services. Yes No 05 If you selected "Yes" that you are a veteran, are you able to provide a Member 4, Service 2-Copy, or NGB22 DD-214? Yes No 06 Have you ever been employed by the State of South Carolina? If (YES), please provide state agency. 07 How did you hear about this job? HR Recruiter DSS Employee Careers Website Indeed LinkedIn SCWORKS College/University Job Portal Social Media (Facebook, Instagram, etc.) Radio/TV/Billboard Other 08 If you selected "Other" or "DSS Employee" in the previous question, please list the source below. 09 Which of the following best describes your highest level of completed education? High School Diploma or GED Associate Degree Bachelor's Degree Master's Degree Doctorate None of the above 10 Please list your major(s) and provide the date(s) you received your degrees 11 Do you have basic experience using computers, office software, or customer service systems? Yes No 12 Give an example of how you used available resources such as knowledge base articles, reference materials, or prepared instructions to help a user more efficiently, and describe how you communicated the information clearly and helpfully. 13 Describe your experience using ticketing systems and resolving common Tier 1 issues such as password resets, account lockouts, or basic access problems. 14 Explain how you decide when to escalate an issue and what information you gather before handing it off. Required Question

Created: 2026-03-12