IT SERVICES SPECIALIST I

Notice of Job Opening

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.

GENERAL RESPONSIBILITIES
In this challenging role, you will be supporting the Information Technology department at Greenville Technical College.

Under the direction of SolveIT Manager, the Helpdesk Analyst 1 is responsible for providing first-level support to college staff and students for all technology-related inquiries and issues. Duties include the following:

• Provide first-level support to college staff and students for all technology-related inquiries and issues.
• Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems. Researches and evaluates new technologies. Promotes the use of information technology to enhance college effectiveness
• This position provides technical support to the public and internal customers via phone, chat, email, and other means. This position also acts as the primary point of contact for all technical inquiries. This role will provide assistance with product issues, feature requests, and general questions about the service
• Communicates with users via telephone, email, video or text chat, and in-person to understand and resolve technical issues
• Prioritizes and appropriately escalates issues to ensure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures.
• Coordinates and interacts with other OIT teams and functions as a liaison between OIT and users to communicate end-user needs and ensure effective solutions are implemented
• Analyzes and resolves computer hardware, software, and network issues, repairs user workstations, modifies configurations, replaces faulty components, and rebuilds complete systems on a variety of platforms
• Attends training sessions, and classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologie
• Other duties as assigned

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

PREFERRED QUALIFICATIONS
1. Technical Skills • Basic IT Knowledge: Understanding IT hardware, software, and support processes. • Operating Systems: Familiarity with workstation operating systems like Windows and Macintosh. • Networking: Basic knowledge of Local Area Network (LAN) fundamentals and remote access troubleshooting. • Software Proficiency: Experience with commonly used software systems such as Microsoft Office 365 and third-party systems accessed via desktop clients or web-based interfaces. • Internet Technologies: Understanding of Internet technologies and their applications. 2. Troubleshooting and Problem-Solving • Technical Troubleshooting: Ability to troubleshoot technical issues and provide timely solutions. • Analytical Skills: Strong analytical skills to conduct fact-finding and analysis of problems, determining the most effective resolution procedures. 3. Communication and Customer Service • Communication Skills: Excellent communication skills to interact with users via telephone, email, video or text chat, and in-person. • Customer Service: Strong customer service skills to understand and resolve technical issues effectively, ensuring high levels of user satisfaction. 4. Documentation and Record-Keeping • Documentation Skills: Ability to maintain accurate records of work activities and document recurring, complicated, or complex problems. • Technical Writing: Skills to create documentation to assist end-users with solving problems or using technology. 5. Team Collaboration • Interdepartmental Coordination: Ability to work effectively with other OIT teams and liaise between OIT and users. • Teamwork: Collaborative skills to work with SolveIT and OIT teammates on complex issues. 6. Professional Development • Certification: Willingness to obtain the ITIL v4 Foundation certification within 9 months of entry into the position. • Continuous Learning: Attend training sessions and classes to maintain and update skills and knowledge. 7. Operational Efficiency • Time Management: Efficiently manage time and organize work to handle multiple tasks and priorities. • Independence: Ability to work under direct supervision while taking initiative to solve problems within the scope of the role.

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*