Advanced IT Support & Service Delivery Specialist

Greenville Technical College; Greenville (SC); On-site; USD 46,000 - 62,000; Full time

Job summary

Greenville Technical College's IT department is seeking an IT Customer Support Specialist III to provide advanced technical assistance for hardware, software, and services. You will resolve complex issues, manage service records, and contribute to knowledge base and training materials.

Under SolveIT Manager, you will lead improvements, support campus initiatives, and ensure security and compliance while delivering excellent customer service within a 40-hour workweek on the Thomas E.

Qualifications

• High school diploma and three years experience in office automation systems, data communications system design, installation, operation, repair, sales or processing of information in a data processing environment or related systems.
• 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.
• Experience with Windows, macOS, Microsoft 365, PowerApps, Teams, Outlook, OneDrive, SharePoint, multi-factor authentication, networking, and endpoint devices (Preferred).
• Experience with TeamDynamix or comparable IT service-management platform (Preferred).
• Experience developing and delivering technical training (Preferred).
• Experience coaching or mentoring technical support staff (Preferred).
• Experience creating accessible documentation, presentations, videos, and web content (Preferred).
• Current certifications listed (Preferred).

Responsibilities

• 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.
• Manage service records, ensuring accurate documentation, routing, ownership, and resolution details.
• Lead approved improvements to services, workflows, forms, automations, dashboards, and customer-facing resources.
• Create and maintain knowledge articles, procedures, guides, videos, and support documentation.
• Develop and deliver training on supported technologies and services.
• Coach team members on troubleshooting, documentation, and customer-service practices.
• Develop and maintain service reports and dashboards; analyze trends and improvements.

Skills

Technical support

Customer service

Communication skills

Problem solving

Microsoft 365

Education

Associate degree

Bachelor's degree

Tools

Microsoft 365

PowerApps

Teams

Outlook

OneDrive

SharePoint

TeamDynamix

Job description

Greenville Technical College's IT department is seeking an IT Customer Support Specialist III to provide advanced technical assistance for hardware, software, and services. You will resolve complex issues, manage service records, and contribute to knowledge base and training materials.

Under SolveIT Manager, you will lead improvements, support campus initiatives, and ensure security and compliance while delivering excellent customer service within a 40-hour workweek on the Thomas E.