IT SERVICES SPECIALIST III

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

APPLICATION CLOSING DATE: 10/21/2026
Classification Code AM62 / Slot 0000

For ALL Faculty Positions - An unofficial/student copy of your transcript must be submitted along with your on-line application if the position you are applying for requires a degree and/or certificate. Official transcripts are required when you begin employment.

For Staff Positions - If you are applying for a position that requires a degree and/or certificate, an official transcript will be required when you begin employment.

***International transcripts must be evaluated through World Education Services***

If you are applying for a position that requires current Licensures/Certificates- a copy must be submitted along with your on-line application. Official current licensures/certificates will be required when you begin employment.

Please feel free to submit any electronic documents with your on-line application as an attachment.

STATE SALARY RANGE: SC Pay Band TECH03 $46,206 - $62,322 - $78,540

ANTICIPATED HIRING RANGE - MIN: $46,206

ANTICIPATED HIRING RANGE - MAX: $62,322

HOURS: 40

CAMPUS: Thomas E. Barton Campus

GENERAL RESPONSIBILITIES

In this challenging role, you will be supporting the ITT- Information Technology department at Greenville Technical College. Duties may include any or all of the following.

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.
  • 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 elevate 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.

Greenville Technical College is one of the largest institutions of higher learning in South Carolina and we invite you to consider becoming a part of our team!

MINIMUM QUALIFICATIONS

A high school diploma and three (3) years experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems.

PREFERRED QUALIFICATIONS

• Bachelor's degree in information technology, computer science, cybersecurity, information systems, business, education, or a related field.
• Experience supporting Windows, macOS, Microsoft 365, Microsoft PowerApps, Teams, Outlook, OneDrive, SharePoint, multi-factor authentication, networking, and endpoint devices.
• Experience with TeamDynamix or a comparable IT service-management platform.
• Experience developing and delivering technical training.
• Experience coaching or mentoring technical support staff.
• Experience creating accessible documentation, presentations, videos, and web content.
• Current CompTIA A+, Microsoft Certified: Power Platform Fundamentals (PL-900), Microsoft Certified: Copilot and Agent Administration Fundamentals, Microsoft Certified: Azure Fundamentals, and Microsoft 365 Certified: Teams Administrator Associate.
• Demonstrated commitment to professional development and continuous learning.

Greenville Technical College is an Equal Opportunity/Affirmative Action Employer Minorities/Females/Disabled/Veterans are encouraged to apply (EOE/AA/M/F/D/V)

It is the policy of Greenville Technical College, in accordance with applicable laws, to recruit, hire, train, and promote people throughout all college levels, without regard to race, color, religion, sex, age, disability, sexual orientation, or national origin, or any other basis prohibited by applicable law. All employment decisions shall be consistent with the principle of equal employment opportunity.

*Greenville Technical College is a tobacco-free institution*