IT Services Specialist III

Tri-County Technical College•Pendleton, SC

10d•Hybrid

About The Position

Tri-County Technical College is seeking a dedicated IT Customer Support III professional to join their dynamic team. This role is crucial for delivering excellent IT customer service and providing technical assistance with technology and software to all campus constituents. The IT Customer Support III will collaborate with peers to implement IT changes, coordinate and communicate initiatives, and provide tier 2, classroom emergency, and building support. This position also involves coordinating and participating in assigned projects and offering both in-person and remote tier 1 and tier 2 technical support to all TCTC users.

Requirements

A high school diploma and experience in office automation systems, customer service, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems.
An associate degree or a bachelor's degree in a related field may be substituted for the required work experience.

Nice To Haves

Prior experience providing customer support in a professional environment.

Responsibilities

Provide Tier II support for TCTC technology and software via email, phone, remote assistance, and face-to-face interactions.
Identify and resolve customer incidents and requests reported to the Service Desk.
Provide emergency classroom support as needed, which may require additional support outside of normal business hours.
Perform Tier II support for computer hardware and software, classroom technology (projectors, audio/video equipment), and printer hardware and software.
Provide Tier 1 support for TCTC technology and software via email, phone, remote assistance, and face-to-face interactions.
Document issues using the ticketing system, resolve applicable issues, and route tickets to the appropriate technician.
Undertake projects, tasks, and contributions as assigned by the Service Desk Supervisor or Director of IT Service Delivery.
Analyze, investigate, and evaluate emerging technology and software, and manage and coordinate projects throughout their life cycle.
Serve as a technical lead at the Service Desk, assisting other customer service agents with technical knowledge, processes, and procedures.
Assist the Service Desk Supervisor with administrative duties, including analyzing service trends, creating knowledge base articles, and developing training documentation.
Function under limited supervision, using discretion and making informed decisions within the scope of the role.
Independently manage and complete tasks and projects, work within a team, and track/report on assigned tasks and projects.
Serve the needs of a diverse population with a wide range of technical literacy.
Perform other duties as assigned.