IT Operations Specialist

**Job Title: IT Operations Specialist

Job Location: Columbia, SC, 29201 (Onsite)

Job Duration: 12 Months

Job Schedule: Monday–Friday, 8:30 AM–5:00 PM** Job Summary:

• The role provides front-line technical and customer service support to agency staff in a formal financial environment, resolving routine issues, escalating complex problems, and supporting day-to-day IT operations and initiatives under supervision.
• Contract-to-hire placement of an IT operations and support professional, with intent to convert to a full-time state position upon successful completion of the contract period.

Job Responsibilities:

• Serve as the first point of contact for staff seeking IT assistance by phone, email, or in person.
• Aim to deliver consistent, high-touch support with a focus on first-response resolution.
• Troubleshoot and resolve routine issues with desktops, laptops, mobile devices, printers, and standard software applications.
• Escalate complex problems to senior IT staff or managed service providers while keeping users informed.
• Process account setup, password resets, and access requests in line with agency policies and security standards.
• Manage security and distribution group membership in line with agency access policies.
• Perform post-maintenance testing after managed service provider maintenance windows and report issues.
• Open, track, and follow up on tickets with managed service providers through resolution.
• Document requests, resolutions, and user feedback in the agency's ticketing system.
• Educate users on IT best practices, system usage, and agency technology guidelines.
• Support IT initiatives and projects under supervision, such as equipment rollouts and software updates.
• Perform occasional break/fix and hardware support, including diagnosing, repairing, or replacing desktops, laptops, peripherals, and mobile devices, and coordinating warranty or vendor repairs.
• Maintain IT asset inventory, including tracking equipment assignment, receipt, deployment, and retirement, and keep inventory records accurate and audit-ready
• Maintain strict confidentiality and security when handling sensitive financial and accounting data.
• Monitor and perform occasional rotating after-hours work to address incidents, support system maintenance, and meet deadlines.

Required Skills:

• 2+ years of help desk or IT support experience
• Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices
• Bachelor's degree in Information Technology, Computer Science, or a related technical field; equivalent work experience in information technology or information security may be considered.

Preferred Skills:

• Experience in a customer-facing role (IT, banking, finance, or another professional service industry)
• Experience with help desk software and ticketing systems
• Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management
• Experience working with managed service providers or submitting and tracking vendor tickets
• CompTIA A+
• ITIL Foundation
• Microsoft Certified Fundamentals (e.g., Microsoft 365)