118451 IT SERVICES SPECIALIST II (Helpdesk Analyst 2)

Greenville Technical College • Greenville, SC

358d • $32,686 - $60,471

About The Position

In this challenging role, you will be supporting the Information Technology department at Greenville Technical College. Duties may include any or all of the following. Provide second-level support to college staff and students for all complex 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 technologies. Participate in IT projects and initiatives to improve support services. Maintains records of work activities and documents recurring, difficult, or complex problems; identifies trends, and recommends solutions and resources. Develop and update helpdesk guides, FAQs, and training materials. Other duties as assigned.

Requirements

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

Nice To Haves

• Advanced Technical Skills: In-depth understanding of IT hardware, software, support processes, and troubleshooting techniques.
• Proficiency with workstation operating systems like Windows and Macintosh.
• Advanced knowledge of Local Area Network (LAN) fundamentals and remote access troubleshooting.
• Expertise with commonly used software systems such as Microsoft Office 365.
• Comprehensive understanding of Internet technologies and their applications.
• Ability to troubleshoot and resolve complex technical issues efficiently.
• Strong analytical skills to conduct fact-finding and analysis of problems.
• Excellent communication skills to interact with users via various channels.
• Exceptional customer service skills to ensure high levels of user satisfaction.
• Ability to create and update documentation to assist end-users.
• Ability to mentor junior helpdesk staff.
• Ability to work effectively with other OIT teams.
• Willingness to obtain the ITIL v4 Foundation certification within 9 months of entry into the position.
• Ability to efficiently manage time and organize work.
• Ability to work with relative independence and take initiative.

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/or systems.
• Research and evaluate new technologies.
• Promote the use of information technology to enhance college effectiveness.
• Provide technical support to the public and internal customers via phone, chat, email, and other means.
• Act as the primary point of contact for all technical inquiries.
• Assist with product issues, feature requests, and general questions about the service.
• Communicate with users via telephone, email, video or text chat, and in-person to understand and resolve technical issues.
• Prioritize and appropriately escalate issues to ensure timely problem resolution.
• Carry out fact-finding and analysis of problems; determine most effective problem resolution procedures.
• Coordinate and interact with other OIT teams and functions as a liaison between OIT and users.
• Analyze and resolve computer hardware, software, and network issues.
• Repair user workstations, modify configurations, replace faulty components, and rebuild complete systems.
• Attend training sessions and utilize online resources to maintain and update skills and knowledge.
• Participate in IT projects and initiatives to improve support services.
• Maintain records of work activities and document recurring, difficult, or complex problems.
• Identify trends and recommend solutions and resources.
• Develop and update helpdesk guides, FAQs, and training materials.
• Perform other duties as assigned.

Benefits

• Equal Opportunity/Affirmative Action Employer
• Encouragement for Minorities/Females/Disabled/Veterans to apply
• Tobacco-free institution

What This Job Offers

• Job Type: Full-time
• Industry: Educational Services
• Education Level: High school or GED