Discus Customer Support Specialist

Salary: $31,561.00 - $36,000.00 Annually
Location : Richland County, SC
Job Type: FTE - Full-Time
Job Number: 231214
Agency: State Library
Division: Electronic Resources
Opening Date: 12/14/2023
Closing Date: 1/2/2024 11:59 PM Eastern
Residency Requirement: No
Class Code:: AH30
Position Number:: 61066996
Normal Work Schedule:: Monday - Friday (8:30 - 5:00)
Pay Band: Band 4
Hiring Range - Min.: $31,561.00
Hiring Range - Max.: $36,000.00
Opening Date: 09/06/2023
EEO Statement: Equal Opportunity Employer
Agency Specific Application Procedures:: All applications must be submitted online at https://www.governmentjobs.com/careers/sc
Veteran Preference Statement: South Carolina is making our Veterans a priority for employment in state agencies and institutions.
Job Responsibilities
WHO WE ARE:
The South Carolina State Library (SCSL) serves the people of South Carolina by supporting state government and libraries to provide opportunities for learning in a changing environment. We develop, support, and sustain a thriving statewide community of learners committed to making South Carolina stronger.
JOB OPENING:
We have a great career opportunity available for a Discus Customer Support Specialist in our Columbia, South Carolina headquarters.
Under the general supervision of the Electronic Resources Director, this position performs duties to support the department, individuals, and institutions in effectively using the State Library's electronic resources in Discus - South Carolina's Virtual Library. The ideal candidate for this position will have the ability to apply analytical and problem-solving techniques to technical issues to achieve a satisfactory resolution, handle customer interactions with diplomacy and tact, gauge the customer's technical ability and communicate with them appropriately. The will need the ability to conduct online research using the internet and be able to learn and support new and changing technologies.
Major Responsibilities:

• Serve as the initial point of contact in investigating and resolving technical issues, such as access to and functionality of electronic resources.
• Maintain information on participating institutions in the agency tracking system.
• Communicate via phone and email with user communities and vendor partners to ensure requested changes are completed correctly and in a timely fashion.
• Conduct annual institutional update project by sending relevant documentation, notifying vendors of new participants, completing records set-up, and updating listservs, mailing lists, and newsletters.
• Distribute and monitor supplies of promotional materials, assist with coordination of the annual promotional kit project, and prepare promotional materials for the Training Coordinator to use in trainings and exhibits.
• Maintain a Discus social media and online presence by creating and posting appropriate and relevant content to Discus Facebook, and Twitter using automated scheduler.
• With the guidance and approval of the Electronic Resources Director, add to existing content and research appropriate new and interesting information pertinent to the study of SC through StudySC.

If you are looking for an organization that offers:

• a collaborative and inclusive work environment
• an excellent work culture
• paid professional memberships
• professional development and learning opportunities for staff
• tuition assistance
• an opportunity to work with professionals that are passionate about delivering exceptional results and advancing the mission and vision of their organization

Then South Carolina State Library is the organization for you!
WHAT WE BELIEVE:
We outwardly demonstrate who we are as an organization through our values. Our people are our greatest resource and our values drive our people.

• Communication:We believe communication in every direction and through multiple methods is essential to doing our work at the highest level. As an information organization, we use a transparent process for decision making which encourages creativity and fosters collaboration among staff and our community.
• Flexibility:An agile organization is one that can change course to provide better services. We define our organization in this way and pride ourselves in being good stewards of all resources.
• Community Driven: Our community is the state. Our value is demonstrated in what we are able to give back as public servants. We believe that by remaining open to our community's needs, we can personalize experiences for individuals and groups.
• Inclusivity:We strive to expand opportunities to better connect with others and break down barriers. Integrity, respect, and equality guide our performance and we are committed to hiring staff that reflect our community.
• Professionalism:Our staff model professionalism by providing a welcoming environment, excellent customer service, valuing diversity, and supporting multiple methods of service delivery. A well-trained and knowledgeable staff is our greatest asset.

Need more reasons to apply?
SCSL is committed to providing our employees with a collaborative and inclusive work environment that provides challenging work, personal and professional growth, and a work/life balance.
In addition to all the great perks we've already shared, we also offer:

• Health, Dental, Vision, Life, Retirement, and more
• 15 days of annual leave per year
• 15 days of sick leave per year
• 13 paid holidays
• Team Building Activities - We believe in growing together

Don't miss this great opportunity to take your career to the next level! Apply today.
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, age (over 40), sex, including pregnancy and childbirth (or related medical conditions), sexual orientation, gender identity, national origin, disability, or veteran status.
Minimum and Additional Requirements

• A high school diploma and relevant program experience. A bachelor's degree may be substituted for the required program experience.

Preferred Qualifications

• Two (2) years of Customer Support experience.
• Knowledge of Help Desk technologies.
• Proficient in Microsoft Office Suite.
• Excellent verbal and written skills.
• Must be detail oriented, able to demonstrate strong organizational skills, and able to work in a team environment.

Additional Comments
Work takes place in an office environment. Ability to retrieve materials and to participate in occasional shifting of materials is essential. Limited day travel may be required.

• Supplemental questions are considered part of your official application. Any misrepresentation will result in your disqualification from consideration for employment.
• Complete the state application to include all current and previous work/salary history and education. A resume will not be accepted nor reviewed in lieu of a completed state application to determine if an applicant has met the qualifications for the position.
• Include a cover letter, resume, copy of college transcripts, and three professional references. Reference and background check will be conducted.

Benefits for State Employees
The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.
Insurance Benefits
Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.
Retirement Benefits
State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.
Workplace Benefits
State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.
Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.
01
Would you accept a salary within the agency hiring range of $31,561 - $36,000?

• Yes
• No

02
What is your skill level with Microsoft Office Suite?____No experience____Basic____Intermediate____Advanced
03
Please describe your relevant program experience. For example, customer service, technical skills, office work, responding to help desk tickets, etc.
04
How do you track and monitor various tasks, duties, and projects that you are working on simultaneously?
05
Have you attached a copy of your college transcripts? If not, please email to Rashad Hickson at rhickson@statelibrary.sc.gov.

• Yes
• No

06
Where did you hear about this position?
Required Question