109085 IT SERVICES SPECIALIST III

Position Summary Under the direction of the SolveIT Manager, the IT Customer Support Specialist III provides advanced technical support for hardware, software, devices, systems, applications, and related services. The position resolves complex technical issues, supports service management operations, develops user documentation and training, analyzes service performance data, and leads approved service improvements. This mid-level role works independently within established authority and serves as a technical resource and escalation point for customers and support staff. Job Functions (100%) The percentages below represent the expected distribution of primary job responsibilities and total 100%. Actual time may vary based on operational needs. 1. Advanced Customer and Technical Support (35%) • Provide advanced technical support through phone, chat, email, remote assistance, and in-person service. • Troubleshoot and resolve complex hardware, software, Microsoft 365, account, authentication, and connectivity issues. • Serve as an escalation point for complex incidents while maintaining ownership through resolution. • Coordinate communication and response during high-impact service disruptions. • Identify recurring issues and initiate appropriate problem-management or escalation processes. 2. Service Management and Operational Leadership (20%) • Manage service records, ensuring accurate documentation, routing, ownership, and resolution details. • Monitor assigned, aging, reopened, and escalated work to support service-level commitments. • Support account provisioning and access-management processes. • Lead approved improvements to services, workflows, forms, automations, dashboards, and customer-facing resources. • Serve as an operational lead during assigned projects, events, and campus initiatives. 3. Documentation, Knowledge, and User Experience (15%) • Create and maintain knowledge articles, procedures, guides, videos, and support documentation. • Ensure content is accurate, accessible, secure, and aligned with college branding standards. • Identify documentation gaps using service trends, feedback, and support data. • Improve self-service resources and customer request processes. 4. Training, Coaching, and Knowledge Sharing (10%) • Develop and deliver training on supported technologies and services. • Create sustainable training materials, guides, and knowledge resources. • Coach team members on troubleshooting, documentation, and customer-service practices. Greenville Technical College | IT Customer Support Specialist III • Evaluate training effectiveness and update materials as needed. 5. Reporting, Analysis, and Continuous Improvement (10%) • Develop and maintain service reports and dashboards. • Validate data and present findings to support operational decisions. • Prepare status reports on projects, service performance, and improvement efforts. • Analyze trends and recommend service improvements. • Research emerging technologies and support practices. 6. Security, Compliance, and Risk Awareness (5%) • Protect confidential information and follow college security requirements. • Identify and report security, privacy, or compliance concerns. • Follow approved access controls and administrative procedures. 7. Team Contribution and Professional Accountability (5%) • Work independently while communicating risks, priorities, and progress. • Meet commitments and escalate barriers when needed. • Build productive relationships with customers, colleagues, and partners. • Participate in professional development and perform other duties as assigned. 8. Perform all other duties as assigned. Minimum Qualifications • High school diploma and experience in office automation systems, technical support, information systems, data communications, or a related technology field. • An associate or bachelor's degree in a related field may substitute for required experience. • Ability to communicate effectively with technical and nontechnical users. • Ability to analyze and resolve moderately complex technical issues. • Ability to use help desk and service-management systems.