IT Services Specialist III

Under the strategic direction of the IT Director, delivers comprehensive hardware, software, and network support, ensuring seamless operations for the College's administration, faculty and staff. This position is pivotal in providing college-wide technical expertise in the analysis, installation, upkeep, replacement, and maintenance of administrative information systems and applications, driving end-user productivity and enhancing overall institutional efficiency. This is an in-person position located at the Cheraw Campus.

Job Functions of the IT Services Specialist III

• Technical Support – Installs, troubleshoots, maintains, and repairs computer hardware, non-network software, and peripherals. Sanitizes computers and manages surplus outdated equipment. Assists with onboarding and orientation for new employees. Provides user support for hardware and non-network software issues, enhancing end-user productivity and satisfaction. Offers technical support for professional development events, graduation, and other campus-wide activities. Sets up and maintains IT equipment in classrooms and computer labs.
• Software and Systems Support – Assists with designing and implementing robust system software configurations to ensure optimal performance and security. Installs, updates, and configures college-approved software. Supports video conferencing tools (e.g., Zoom, Microsoft Teams) and other software systems, such as Softdocs and Colleague.
• Help Desk Management/Support – Provides exceptional user support for hardware and non-network software issues, enhancing end-user productivity and satisfaction. Responds to IT service requests via phone, email, or ticketing system as well as the helpdesk@netc.edu email account and internally routed helpdesk calls. Logs, tracks, and prioritizes support tickets using the SolarWinds Service Desk Work Order System. Escalates unresolved issues to other IT staff as needed. Assists students with account-related issues, self-service portals, and Office 365 support.
• IT Collaboration/Training – Assists with IT projects as needed, such as system upgrades and migrations. Provides feedback to improve IT services and support strategies. Participates in conferences and training sessions to stay updated on industry trends and emerging technologies.
• User Training – Develops guides and FAQs for common IT issues. Conducts basic IT training sessions for faculty, staff, and students as needed, including during new employee orientations. Provides instructions to users on software and hardware usage.
• Performs other duties as assigned.