Information Technology Help Desk

The Help Desk Coordinator (HDC) serves as the initial point of contact for technical support, coordinating and delivering front-line assistance related to computer hardware, software, network connectivity, and information systems for all end users. The HDC manages trouble tickets, monitors service requests, and ensures timely resolution or escalation of technology-related issues. Responsibilities also include providing guidance to users on best practices and assisting in implementation of IT risk management protocols. The HDC facilitates customer service excellence, promotes user satisfaction, and maintains operational continuity. Requires evenings, weekends, and holiday work, and "on call" duties for emergency situations. Eligible to work in a hybrid environment with prior approval.

FLSA Status: Non-Exempt

Specialized Duties and Responsibilities

Serves as the first point of contact for IT support for staff to troubleshoot technical issues related to hardware, software, mobile devices, networks, and user accounts. Responds to requests for IT support via phone, email, walk-ins or ticketing system in a timely manner while protecting sensitive and confidential information. Utilizes help desk software to log, track, categorize and prioritize incidents and service requests and escalates unresolved or complex issues to senior staff or as needed. Monitors open tickets and ensures timely resolution or status updates, providing ongoing communication with affected users and other IT staff. Coordinates with IT staff to allocate resources efficiently to ensure smooth IT operations. Configures and distributes user rights and credentials. Configures, replaces and repairs point of sale terminals and peripherals. Maintains up-to-date documentation of IT problems, solutions, and supports activities for audit and reporting purposes. Assists in the development and improvement of help desk procedures and processes, identifying recurring issues and recommending solutions. Coordinates timely payment of all reoccurring IT related subscriptions and utilities, ensuring service continuity. Participates in the agency disaster preparation and recovery procedures as necessary.

General Duties and Responsibilities

• Delivers exceptional customer service by responding to internal and external inquiries, suggestions, complaints, and requests regarding the agency's IT solutions.
  
• Participates in the preparation of the division's budget including making recommendations, identifying cost saving opportunities and complying with budget restrictions.
  
• Maintains affiliations and certifications with appropriate professional organizations in accordance with this position's duties.
  
• Performs all other duties as assigned.
  

Education and Work Experience Requirements

• An associate�s degree in Computer Science, Computer Information Systems, or a related field is required. This may be offset by a high school diploma or GED and two years total experience in technical or help desk support, systems administration, or relevant IT certifications (e.g., CompTIA A+, Network+, ITIL Foundation) preferred. Must pass a drug test and criminal background check and shall possess and maintain a valid driver's license.
  
• General knowledge of Windows computer hardware, networking, information systems, telecommunications, and end-user applications, with the ability to meet established quality and customer service standards.
  
• Sufficient experience in common software packages such as Microsoft Office and Microsoft Windows.
  
• Sufficient experience oral and written communication skills, with the ability to actively listen and express ideas clearly and concisely.
  
• Sufficient experience in working with people of varied technological skills.
  
• Sufficient experience in working and communicating professionally with vendors for support of various hardware and software systems.
  
• Sufficient experience in analyzing and solving problems, researching, and resolving issues independently and collaboratively.
  
• Sufficient experience in establishing and maintaining positive, effective, and harmonious working relationships with colleagues and interact courteously and professionally with the public.
  
• Sufficient experience in providing excellent internal and external customer service.
  
• General knowledge of fiscal management principles and experience with basic application and adhering to annual budgets.
  

Working Conditions and Physical Requirements

This working position requires frequently moving and frequently remaining stationary in an office environment; occasionally moving and occasionally remaining stationary in indoor park facilities; infrequently moving and infrequently remaining stationary outdoors; infrequently traversing outside terrain such as concrete, pavement, grass, dirt, mud, gravel, and sand; frequently writing, reading, processing and moving documents; frequently operating equipment such as computers, copiers, printers, and scanners; frequently communicating with staff and the public in person, online, and by phone; frequently traveling to central and remote locations throughout Charleston County; frequently operating vehicles such as cars and trucks; infrequent exposure to extreme weather conditions such as heat, cold, precipitation, wind, sunlight and humidity; frequently moving, lifting, and transporting equipment and miscellaneous items weighing up to 25 pounds and to height of 5-6 feet.

Benefits working at CCPRC

Along with competitive pay, we offer some pretty terrific benefits including:

Health, Dental, Vision and Life Insurance

Optional Life and Disability Insurance

Optional Medical and Dependent Care Spending Accounts

Annual and Sick Leave

13 Paid Holidays

Paid Parental Leave

South Carolina Retirement System (SCRS) State Retirement Plan - Both agency and employee contribute to the plan

Optional Deferred Compensation Program - Employer Matching Funds Program Available

Longevity Pay Increases

Optional Federal Credit Union Membership

Tuition Reimbursement Program

Professional and Skill Development Training

Employee Assistance and Wellness Program with free annual onsite screenings

Free admission to all of our parks and facilities including beaches and all three waterparks

Free admission to a variety of special events

Discounts on food, beverage, and gift shop items

Free beach chair, umbrella, pedal boat and bike rentals

A Charleston County Parks employee ID also opens doors for you for free admission at more than 25 participating attractions around town

Learn more about Charleston County Parks & Recreation Commission benefits by visiting our benefits page linked below!

OPEN UNTIL FILLED - APPLICATION REVIEW BEGINS IMMEDIATELY

Job Type: Full-time

Pay: $50,351.86 per year

Benefits:

• 401(k)
  
• Dental insurance
  
• Employee assistance program
  
• Employee discount
  
• Flexible spending account
  
• Health insurance
  
• Health savings account
  
• Paid time off
  
• Parental leave
  
• Professional development assistance
  
• Retirement plan
  
• Tuition reimbursement
  
• Vision insurance
  

Experience:

• Microsoft Office: 2 years (Required)
  
• Computer hardware: 2 years (Required)
  
• Computer networking: 2 years (Required)
  

Ability to Commute:

• Charleston, SC 29412 (Required)
  

Work Location: In person