Help Desk Technician

Virginia's Community College System; Richmond (VA); On-site; USD 30,000 - 42,000; Part time

Job summary

Brightpoint Community College invites applications for a Helpdesk Technician to provide first-level IT support for students, faculty and staff across desktop, mobile, and cloud-based technologies. You will log issues in the ticketing system, assist with installations and maintenance, and help train users on new tools.

The role emphasizes strong customer service, teamwork, and the ability to operate under varying workloads.

Qualifications

• LAN/WAN/wireless config knowledge with TCP/IP.
• Troubleshoot Windows 10, MacOS, Office apps, browsers, email.
• Setup and support mobile devices (iOS/Android).
• Clear written and spoken communication with users and staff.

Responsibilities

• Provide Tier 1 Help Desk support for faculty, staff, and students.
• Enter and route tickets; monitor queue and escalate when needed.
• Perform installations, troubleshooting, and preventive maintenance of IT systems.

Skills

LAN/WAN/Wireless config

Troubleshoot Windows/Mac

Mobile device support

Communication skills

Teamwork/independence

Procedural documentation

Stress handling

Education

High school diploma or GED

A+ Certification or equivalent

Tools

Help Desk ticketing system

Microsoft Office

Job description

Working Title Help Desk Technician Role Title Info Technology Specialist I Role Code 39112-SW FLSA Nonexempt Pay Band 05 Position Number 290W0207 Agency Brightpoint Community College Division Brightpoint Community College (Div) Work Location Chesterfield - 041 Hiring Range $26.00 Emergency/Essential Personnel No EEO Category 3-Technicians 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

This position has a maximum of 29 hours per week and hours may vary.

Sensitive Position No Job Description

Brightpoint Community College is a two-year public institution of higher education and one of the largest of Virginia’s 23 community colleges. The college is located within the Greater Richmond metropolitan area. It serves students and the community at its two campuses, in Chester and Midlothian; online; and in locations throughout its service area. Brightpoint Community College’s mission is to provide quality educational opportunities that inspire student success and community vitality. It envisions a success story for every student.

Brightpoint invites applications for a Helpdesk Technician position to provide first level (tier 1) Help Desk support from the Office of Information Technology. Support services include, but are not limited to, providing first-tier IT support to resolve technical issues efficiently for both local and remote users. Offer support for desktop, mobile, and cloud-based technology and systems to students, faculty, and staff. Enter trouble tickets into the Help Desk ticketing system and route advanced support requests to appropriate divisions. Monitors Helpdesk ticketing system and determines when to elevate tickets. Provides tier 1 installations, troubleshooting and services remotely to end-users. Perform duties required of this position in the Student Information System.

This position is responsible for delivering first-level Help Desk support and Tier 1 technical services to faculty, staff, and students across desktop, audiovisual, and mobile technologies. The role responds to service requests, documents issues in the Help Desk ticketing system, and communicates problem status and resolution clearly to users and supervisors. Responsibilities include installation, troubleshooting, repair, and preventative maintenance of IT systems, as well as monitoring and managing ticket queues to ensure timely escalation of unresolved issues. The position also maintains critical operations logs for significant incidents, supports telecommunications and AV system interfaces, and contributes to the development and upkeep of procedural documentation to promote consistent IT operations.

In addition to technical support, the role emphasizes strong customer service and user engagement. The position provides training to faculty and staff on the effective use of instructional and media technologies, ensuring a positive user experience and successful adoption of new tools. The role assists in identifying recurring technical issues to improve service delivery, supports research into emerging technologies, and contributes to testing and implementation of new solutions. A commitment to professionalism, responsiveness, and continuous improvement is essential, along with performing other duties as assigned to support departmental goals.

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

• Knowledge of LAN, WAN, and wireless configuration, including protocols such as TCP/IP.
• Demonstrated ability to troubleshoot Mac and PC computers, their operating systems (Windows 10 & MacOS), and their respective applications, including but not limited to Microsoft Office (2019 & Office 365), web browsers, electronic mail, and other software.
• Demonstrated ability to setup and support mobile devices, iOS and Android.
• Ability to communicate effectively at a technical and end-user level both orally and in writing.
• Ability to work without direct supervision or with a team.
• Ability to handle multiple basic tasks at one time and solve routine problems with limited assistance.
• Ability to communicate effectively and work with diverse groups of people.
• Ability to assist in the development and maintenance of a procedural manual specific to the college’s operation and support of computer and telecommunications operations.
• The ability to follow directions and to work under stressful situations.

Additional Considerations

• High school graduation or GED.
• Previous experience in an IT support role
• A+ Certification or equivalent

Operation of a State Vehicle No Supervises Employees No Required Travel

Travel between campuses may be required as needed.

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.

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/