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Service Desk Representative

(Hiring Range: $50,000 - $70,000)

Position Description:

The Legislative Services Agency is seeking a highly-motivated person with experience, skills and knowledge to provide training, troubleshoot incidents quickly, document resolutions and analyze the information technology needs of legislative staff.

The candidate must have the talent and experience to create instructional documentation, develop and produce training videos and conduct user training via webinars and in a classroom setting. The ability to work effectively with people at all levels to understand and fulfill their requirements is crucial.

The Legislative Services Agency provides technology solutions and support to the South Carolina General Assembly: Senate, House of Representatives and Legislative Council, in a non-partisan and apolitical manner. The agency is comprised of several teams: Administration, Legislative Service Desk, Process & Printing Management, Systems Infrastructure & Development, and Telecomm & Asset Management.

This position is in the Legislative Service Desk team. This team provides excellent desk-top and mobile device technology support, along with a variety of training opportunities, to the delight of our users.

This is not an entry level position. Please do not apply if you do not have experience creating how-to training videos and working with a help desk.

Position Requirements:

· Develop and produce videos and webinars using professional screen recording, video recording and video editing software

· Provide Microsoft Office application, custom in-house application and legislative research training virtually and in a classroom setting

· Offer quick, professional support as an expert in Office Suite, Windows client and basic networking

· Document problem resolution using ITIL standards via FootPrints for incident management

· Communicate effectively through designated channels for any issues

· As a business analyst, document user requirements for client-based applications and hardware, to propose future solutions (such as expanded biometrics, mobile, BYOD support)

· Document current processes and related workflows and propose improvements

· Ensure successful functioning of newly implemented systems or procedures

· Work with the Service Desk Manager and Telecommunications & Asset Management team to define new desktop configurations for imaging and deployment

· Share responsibility with the Technology and Asset Management team for defining, creating and testing operating systems and patches

· Help create knowledge base articles for users and the support team

· Willingness and ability to move equipment up to 30 pounds

· Perform other duties as assigned by management

Selection Criteria:

Expert-level proficiency creating training videos and conducting training
Expert-level proficiency in MS Office applications and Windows 7
Knowledge of ITIL related to call-tracking and service desk applications
Ability to identify and implement solutions quickly and efficiently
Ability to create technical and user documentation
Strong trouble-shooting skills
Ability to support users with a broad range of technical savvy
Proven record of success conducting research and analyzing technical matters, while utilizing problem-solving skills both individually and as a team member
Basic knowledge of cyber-security issues and related safety measures
Social, mobile and BYOD experience on multiple platforms

Soft Skills Selection Criteria:

Proven record of success as a team member; demonstrating flexibility in prioritizing and completing tasks; understanding personal and team roles; contributing to a positive working environment by building solid relationships; proactively seeking guidance, clarification and feedback; and communicating potential conflicts to a supervisor
Must inherently know what to do and how to work under little or no supervision
Must balance confidence and humility in order to establish and maintain professional relationships with coworkers, management, technical staff, vendors and legislative users
Must be able to work independently or collectively on projects
Must be personable, polite, respectful and considerate
Must be flexible, open-minded, non-judgmental and a good listener
Must have ability to think logically and solve problems resourcefully
Must have excellent technical writing skills
Must have excellent verbal communications skills and professional appearance
Must work absent of personal political views and embrace obscurity

Additional Requirements:

Ability to supply interviewer with references and examples of training courses developed by applicant
A bachelor degree in a related field
Comp TIA A+ and ITIL Foundation level certification highly desired
BA/PM/Agile or other appropriate certification is desirable, but not required.
Knowledge and understanding of government or other policy-making is desirable, but not required

Ability and willingness to work evenings during legislative session (mid-January to early-June); extended hours when required

How to Apply (Qualified applicants only):

Via e-mail or post, send a cover letter that includes a description of how you learned about this position and a detailed resume that addresses the selection criteria to: Keith.Sarto@scstatehouse.gov

 Keith Sarto, Chief Support Services Manager

Legislative Services Agency

1105 Pendleton St., Suite 223 Blatt Building

Columbia, SC 29201