IT Specialist

Job Responsibilities

The South Carolina Office of Regulatory Staff (ORS) represents the public interest of South Carolina in utility regulation for the major utility industries - electric, natural gas, telecommunications, water/wastewater, and transportation - before the Public Service Commission (PSC), the court system, and state and federal regulatory bodies. Additionally, the ORS houses the state's Energy Office, Broadband Office, Digital Opportunity Department, Equipment Distribution Program (EDP), and has responsibility for oversight of railroad safety and natural gas pipeline safety in South Carolina.

As a member of the Technology and Outreach team, this position will assist in providing technical support for hardware and software, application solutions, and end-user training. In coordination with other technology team members and the state's Division of Technology Operations (shared services provider), job duties include:

• Manage the agency's SharePoint and create customized solutions using MS Office 365 products, Power Apps, and Power Automate, to address business needs or streamline workflows within the agency. Identify opportunities to streamline support processes, enhance efficiency, and improve the overall user experience by implementing automation, workflow optimizations, or software enhancements. Integrate Office 365 products and Power Applications with other systems and tools used within the agency to enhance productivity and collaboration. Test new features, updates, and configurations to ensure compatibility and functionality across different devices and platforms. Assist departments with migrating paper documents and shared network drive files to SharePoint.

• Oversee the agency's Operational Support System (OSS) system. Collaborate with departments to build service catalog items and workflows, monitor tickets, and ensure efficient resolution of issues and end-user satisfaction. Provide technical support and troubleshooting assistance to users encountering issues with software and hardware. Initiate and monitor ServiceNow help desk tickets when assistance from DTO is required.

• Conduct virtual and classroom training sessions or workshops on using agency software, applications, and workflows. Develop user guides, tutorials, FAQs, videos, and other instructional materials for the OSS Knowledge Base.

• Resolve and support MS Dynamic issues, bugs, and end-user-requested enhancements. Manage Dynamics maintenance and enhancement contracts and work with departments to prioritize and submit items to the vendor for resolution.

• Deploy software and configure applications for users as needed. Manage agency application end-user access, including HighQ, ShareFile, and SharePoint access, for internal use and with external parties. Collaborate with DTO to set up secure file shares for exchanging files with the agency and external parties. Manage software licensing for software issued by the DTO and obtain approval to acquire new licenses.

• Prepare, image, and assign workstations, laptops, and tablets as needed and in compliance with DTO protocols. Review and correct any issues on monthly DTO Endpoint and Mobile Device Management (MDM) Consistency Reports. Support leased printers/copiers and work with vendors to resolve issues. Maintain and set up office printers as needed.

Minimum and Additional Requirements

Bachelor's degree in information technology or a related field and five years of relevant experience. An equivalent combination of education and experience may be considered.

Proficiency in office automation and technology and demonstrated expertise in installing, operating, maintaining, and supporting computer hardware and software applications including MS Office 365 products and Power Apps including Word, Excel, Outlook, PowerPoint, SharePoint, Dynamics, Teams, Forms, Approvals, Power BI, and Power Automate.

Effective written and verbal communication skills. Experience conducting training sessions virtually and in a classroom setting.

Additional Comments

• Position requires limited travel to include evening and/or out-of-town meetings.

• Must be capable of safely lifting up to 50 pounds and sitting for extended periods of time.

• All ORS employees are required to attend ethics training annually for continued employment.

• All ORS employees are prohibited from owning equity in regulated utilities.

• Work hours are Monday-Friday, 8:30 am - 5:00 pm.

• Remote work is not available, and employees work in-office at 1401 Main Street, Suite 900, Columbia, SC 29201