IT Services Specialist II (Helpdesk Analyst 2)

🔍 Position: IT Services Specialist II (Helpdesk Analyst 2)

🏢 Location: Greenville, SC

📅 Job ID: 118451

General Responsibilities:

Provide second-level support to college staff and students for all complex technology-related inquiries and issues.

Maintain a broad knowledge of state-of-the-art technology, equipment, and systems.

Research and evaluate new technologies to enhance college effectiveness.

Act as the primary point of contact for all technical inquiries, providing assistance with product issues, feature requests, and general questions.

Communicate with users via telephone, email, video or text chat, and in-person to understand and resolve technical issues.

Prioritize and escalate issues to ensure timely problem resolution.

Coordinate with other OIT teams to communicate end-user needs and ensure effective solutions.

Analyze and resolve computer hardware, software, and network issues.

Participate in IT projects and initiatives to improve support services.

Develop and update helpdesk guides, FAQs, and training materials.

Qualifications:

High school diploma and relevant experience. An associate's or bachelor's degree in a related field may be substituted for the required work experience.

Advanced technical skills in IT hardware/software, operating systems, networking, and software proficiency.

Strong troubleshooting and problem-solving abilities.

Excellent communication and customer service skills.

Ability to mentor junior helpdesk staff and work effectively with other OIT teams.

Willingness to obtain the ITIL v4 Foundation certification within 9 months of entry into the position.

Efficient time management and the ability to work independently.

Why Join Us?

Be part of one of the largest institutions of higher learning in South Carolina.

Contribute to a respectful campus culture that values diversity and inclusion.

Opportunities for professional growth and development.

📌 Apply Now: https://gvltec.csod.com/ux/ats/careersite/1/home/requisition/1836?c=gvltec

Greenville Technical College is an Equal Opportunity/Affirmative Action Employer. Minorities, females, disabled, and veterans are encouraged to apply (EOE/AA/M/F/D/V).