Computer Operation Tech I

Virginia's Community College System; Richmond (VA); On-site; USD 25,000 - 33,000; Part time

Job summary

Mountain Gateway Community College is seeking a Technical Support Specialist to provide Tier 1 and Tier 2 help desk and equipment support across campus. The role focuses on assisting students, faculty and staff, maintaining documentation, and ensuring reliable technology services.

The ideal candidate holds an associate degree or 1–2 years of related experience, is proficient with Windows and Mac OS, and demonstrates strong customer service and multitasking abilities in a fast-paced environment.

Qualifications

• Associate degree in a related field or 1–2 years of related technical experience.
• Proficiency with Windows and Mac OS.
• Ability to troubleshoot basic computer hardware, software, peripheral, and equipment problems.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide Tier 1 and Tier 2 help desk support to students, faculty, staff, and administrators.
• Document activities and resolutions in the help desk ticketing system.
• Maintain an accurate work schedule and appointments in Outlook.
• Monitor and communicate status of outstanding help desk items to the Director.
• Assist with developing, updating, and maintaining departmental procedures and documentation.
• Provide end-user technical support, guidance, and training.
• Support document imaging operations for Financial Aid.
• Prepare and update technical procedures and documentation.

Skills

Customer Service

Technical Problem Solving

Communication

Teamwork

Organization

Adaptability

Security Awareness

Education

Associate degree in a related field

1–2 years related technical experience

Tools

Windows

Mac OS

Outlook

VPN

Job description

Working Title Computer Operation Tech I Role Title Computer Operations Techn I Role Code 39011-SW FLSA Nonexempt Pay Band 03 Position Number 287W0177 Agency Mountain Gateway Community College Division Mountain Gateway Community College (Div) Work Location Alleghany - 005 Hiring Range $18.00 to $24.00 an hour (depending upon education and experience) Emergency/Essential Personnel Yes EEO Category 2-Professionals Full Time or Part Time Part Time Does this position have telework options? -Telework options are subject to change based on business needs- Does this position have a bilingual or multilingual skill requirement or preference?

Work Schedule

8 am to 5 pm Monday through Thursday

Sensitive Position No Job Description

Mountain Gateway Community College (MGCC) is a two-year public institution of higher education and one of 23 community colleges in Virginia. The college is supported by the Commonwealth of Virginia; the counties of Alleghany, Bath, Botetourt (northern portion) and Rockbridge; the cities of Buena Vista, Covington, and Lexington; and the town of Clifton Forge. MGCC provides opportunities for the extension of knowledge, skills and personal enrichment in an environment that maintains high academic standards and respect for each individual. The college strives to keep programs and services financially and geographically accessible for all students. Credit and non-credit courses are offered to meet life‑long learning needs. On-site and distance learning options incorporate up-to-date technologies.

Position Summary

The Technical Support Specialist provides Tier 1 and Tier 2 technical assistance to the Technical Services Department and the college user community. This position supports administrative computing, academic computing, distance learning, and a variety of campus technology services. The position also serves as backup to the Technology Security Review Officer and plays an important role in maintaining secure, reliable, and effective technology services across campus.

The successful candidate will be a dependable, customer‑focused technology professional who can work independently and collaboratively in a fast‑paced environment while managing multiple priorities.

Key Responsibilities

Help Desk Support – 25%

• Provide professional and timely Tier 1 and Tier 2 help desk support to students, faculty, staff, and administrators.
• Manage help desk requests according to established best practices.
• Document activities and resolutions in the college’s help desk ticketing system.
• Maintain an accurate work schedule and appointments in Outlook.
• Monitor and communicate the status of outstanding help desk items to the Director.
• Assist with developing, updating, and maintaining departmental procedures and documentation.
• Provide exceptional customer service and maintain professional conduct in all interactions.

Technical Support – 25%

• Provide technical support for computers, peripherals, mobile devices, campus printers, network connectivity, and audiovisual equipment.
• Install and configure hardware and software as required.
• Troubleshoot basic computer, equipment, and connectivity problems.
• Provide end‑user technical support, guidance, and training.
• Support document imaging operations for Financial Aid.
• Support local configurations of Konica copiers and other campus printing resources.
• Perform scheduled preventative maintenance on computers, peripherals, and mobile devices and document any deviations from established schedules.
• Utilize remote assistance technologies when appropriate.
• Prepare and update technical procedures and documentation as needed.
• Maintain a professional, courteous, and customer‑focused approach at all times.

Backup Technology Security Review Officer – 50%

• Coordinating annual security reviews for SIS, HCM, AIS, Ad Astra, Blumin, Foundation Scholarship Database, XAP Online Application, Acalog, EAB Navigate, and WES with end users, data managers, and supervisors.
• Conducting quarterly and annual eVA security reviews.
• Granting and revoking system access as authorized and required.
• Preparing and submitting security and access reports to the System Office and other agencies for various college departments.
• Working collaboratively with end users, data managers, supervisors, and other stakeholders to ensure appropriate access and security practices
• Perform other duties as assigned.
• Provide and participate in cross‑training as directed.
• Assist the agency or state government generally in the event of an emergency declaration by the Governor, as required.
• Support essential technology functions during campus emergencies or extraordinary circumstances.

Core Competencies

• Customer Service: Consistently provides courteous, helpful, and responsive service to students, faculty, staff, administrators, and the public.
• Technical Problem Solving: Effectively diagnoses and resolves common technology issues and knows when to escalate more complex problems.
• Communication: Clearly communicates technical information, priorities, and work status to users, coworkers, and supervisors.
• Teamwork: Cooperates with coworkers and contributes to a positive, collaborative work environment.
• Organization: Accurately documents work, manages competing priorities, and follows established procedures.
• Adaptability: Responds effectively to changing priorities, emerging technology needs, and a fast‑paced work environment.
• Security Awareness: Understands the importance of appropriate system access, data security, and adherence to established security procedures.

Special Assignments

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

KSA's/Required Qualifications

• Associate degree in a related field or One to two years of related technical experience.
• Proficiency with Windows and Mac OS.
• Ability to troubleshoot basic computer hardware, software, peripheral, and equipment problems.
• Strong customer service and communication skills.
• Ability to prepare and maintain technical documentation and procedures.
• Ability to manage multiple priorities in a fast‑paced environment.
• Ability to work effectively both independently and as part of a team.
• Strong attention to detail and reliability.
• Professional demeanor and conduct at all times.

Additional Considerations

Experience in Higher Education a plus

Operation of a State Vehicle No Supervises Employees No Required Travel

Additional Information Background Check Statement Disclaimer

The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/

EEO Statement

The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non‑merit factors.

ADA Statement

The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.

E-Verify Statement

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.