IT Customer/Product Support Technician
University of South Carolina

Job Info

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Logo:

Posting Number:

STA00352PO24

Job Family:

Information Technology

Job Function:

IT Product Support

USC Market Title:

IT Customer/Product Support Tech

Link to USC Market Title:

https://uscjobs.sc.edu/titles/133306

Job Level:

T2 - Technical Support

Business Title (Internal Title):

IT Customer/Product Support Technician

Campus:

Columbia

Work County:

Richland

College/Division:

Division of Information Technology

Department:

DOIT Service Delivery

State Pay Band:

6

Approved Starting Salary:

$49,396

Advertised Salary Range:

$49,396-$61,745 $74,094

Part/Full Time:

Full Time

Hours per Week:

37.5

Work Schedule:

Standard working schedule: 8:30am - 5:00pm

Must be willing to work a flexible schedule to meet the needs of the department.

Basis :

12 months

Job Search Category:

Information Technology

About University of South Carolina:

From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor's degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service - helping to build healthier, more educated communities in South Carolina and beyond.

Inclusive Excellence Statement:

At the University of South Carolina, we strive to cultivate an inclusive environment that is open, welcoming, and supportive of individuals of all backgrounds. We recognize diversity in our workforce is essential to providing academic excellence and critical to our sustainability. The University is committed to eliminating barriers created by institutional discrimination through accountability and continuous process improvement. We celebrate the diverse voices, perspectives, and experiences of our employees.

Advertised Job Summary:

IT Customer/Product Support Technician

• Are you the person everyone counts on when problems arise?
• Are you a high performer that enjoys meeting new people and providing solutions to the IT needs?
• Do you have excellent customer service and know how to make people feel validated?
• Are you a patient person that enjoys a challenge?
• Are you results-oriented and eager to work with a variety of technologies?
• Do you pride yourself on learning how things work and understanding end to end service delivery?
• Do you like the flexibility of interacting with everyone from IT customers to IT technical subject matter experts?
• Do you enjoy investigating, identifying, and solving complex problems using technology to document work, share information, and collaborate with your teammates?
• Are you a high-energy self-starter that loves technology and will be comfortable recommending system updates?
• Do you love sharing your knowledge and helping others understand processes and procedures?

Look no further! We want you in the Division of Information Technology!

The nature of the IT Customer/Product Support Technician position is heavily reliant on a variety of technologies where an individual with strong technical skills, problem solving expertise, and forward-thinking talent will thrive. We are seeking a team member that has strong customer service skills, analytical and organizational skills, and problem-solving expertise.

What will day-to-day will look like?

• You will provide exceptional IT support and be the first point of contact with customers across campus.
• You will document support requests, resolve issues, and communicate with customers.
• You will continue to develop your skills through real-world experience and professional development opportunities.
• You will collaborate with colleagues in the Division of IT across campus and throughout the University of South Carolina system to provide innovative solutions and problem resolution.

Perks

• Competitive Compensation + Some of the BEST benefits you can find!

-Paid Tuition
-Paid Parental Leave
-Dependent Scholarships
-State Benefits
-State Retirement

• Work-Life-Balance: Full-time pay with a 37.5 work week
• Generous paid time off! (15 Paid Vacation Days, 15 Paid Sick Days, 13 Paid Holidays (including an extended December holiday)
• An engaging and collaborative on-campus environment
• Our location is on campus, surrounded by amenities, and downtown Columbia, so you'll love where you work!
• A world-class team of supportive, united, and approachable IT Professionals

Minimum Qualifications:

Bachelor's degree in Information Technology Systems, or related field, and 2 years of experience; or any equivalent combination of education, training, and experience.

Preferred Qualifications:

Fully competent in office automation systems; data communication systems; information processing in a data processing environment.

Knowledge/Skills/Abilities:

Full understanding of and skilled in a wide variety of applications, operating systems, protocols and equipment used in customer organizations. Basic to moderately complex problem-solving skills. Basic to moderately complex analytical methods. Ability to provide advice and assistance to individual customers and smaller groups. Able to communicate effectively, both written and verbal with customers, peers, and management. Full working knowledge with computer systems, office automation systems, data communication systems, and information processing in a data processing environment. Occasional work at other than normal times may be required.

Job Duty:

Provide solid working knowledge and technical assistance in applications, computer operating systems, and networking functionalities both in person and remotely as required. This includes troubleshooting, configuring, and deploying workstations, printers, etc. to communicate with the campus network, installing and upgrading applications, removal of malware, and hardware diagnostics/repair. Proactively monitor and assess the needs of Service Level Agreement (SLA) departments.

Essential Function:

Yes

Percentage of Time:

40

Job Duty:

Adhere to the department's customer service standards, provide effective communication and teamwork, and operate the department's internal software systems. Support all channels of support for the team, which include phone, web, chat, remote and in-person/walk-up. Move equipment, furniture, and adhere to proper asset management, secure data removal, and disposal processes as needed.

Essential Function:

Yes

Percentage of Time:

25

Job Duty:

Follow and implement guidance from higher-level staff, management, or project teams to outline and document information system requirements, including support for applications for the desktop environment. Learn equipment and software packages in the Desktop test lab. Make recommendations for improving the customer experiences, fulfilling the needs of the users, and provide feedback concerning the information technology plan. Provide team members and management feedback from end users concerning hardware/software as appropriate.

Essential Function:

Yes

Percentage of Time:

15

Job Duty:

Create and maintain documentation to support departmental goals and practices, including usage of the work management tool and the best practices of service management. Utilize standard office applications to create and maintain documentation and knowledge articles. May cross-train with student, intern staff, or lower-level staff. May develop materials for new staff onboarding or end user adoption/training. May create training materials for review by other desktop technicians or management to be used in training opportunities or process documentation.

Essential Function:

Yes

Percentage of Time:

10

Job Duty:

Cross-trains with team members to share the skills and competencies needed to serve as a liaison between co-workers, campus users, and functional areas for complex problems involving workstation troubleshooting and network technology. Assist and consult with team in mobile device management, equipment imaging, and security patching.

Essential Function:

Yes

Percentage of Time:

5

Job Duty:

Other duties as required. Maintain current technical and operational knowledge by attending and participating in on-going professional development in the form of system, applications, or technology training.

Essential Function:

Yes

Percentage of Time:

5

Safety Sensitive or Security Sensitive:

No

Hazardous weather category:

Non-Essential

Number of Vacancies:

1

Job Open Date:

04/30/2024

Job Close Date:

05/31/2024

Open Until Filled:

No

Special Instructions to Applicant:

Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.We are only accepting applications submitted by May 31, 2024.The University of South Carolina offers a valuable benefits package including but not limited to:

• Health and Life Insurance
• Retirement Programs
• Paid Tuition
• Dependent Scholarships
• Annual Leave
• Sick Leave
• 13 Paid Holidays (including an extended December holiday)
• Paid Parental Leave
• Professional Development Opportunities

Click here to learn more about why you should work at USC.Quicklink for Posting:

https://uscjobs.sc.edu/postings/167611

EEO Statement:

The University of South Carolina does not discriminate in educational or employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender (including transgender), gender identity or expression, genetic information, HIV/AIDs status, military status, national origin, pregnancy (false pregnancy, termination of pregnancy, childbirth, recovery therefrom or related medical conditions, breastfeeding), race, religion (including religious dress and grooming practices), sex, sexual orientation, veteran status, or any other bases under federal, state, local law, or regulations.

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