Lead Help Desk Technician/Trainer (00127)

Virginia's Community College System; Chesterfield Court House (VA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

State employee benefits

Comprehensive health insurance

Virginia Retirement System

Generous annual leave

Remote work flexibility

Professional development

Continuous learning

Wellness resources

Job summary

Brightpoint Community College is seeking a Lead Help Desk Technician/Trainer to deliver Tier 1 and initial Tier 2 support for students, faculty, and staff. The role also leads technology training sessions and develops resources to assist users with desktop, mobile, and cloud-based systems.

The position is on-site in Chesterfield, with remote work flexibility depending on role and department needs. A+ certification and prior IT leadership experience are preferred, with background checks required.

Qualifications

• High school graduation or GED required.
• Strong communication and presentation skills.
• Experience leading/training IT staff or students is preferred.

Responsibilities

• Deliver Tier 1 and initial Tier 2 IT support for users.
• Log and track requests in the Help Desk system; escalate as needed.
• Provide remote assistance for installations and basic IT services.
• Lead development and delivery of technology training sessions for staff.
• Create IT tips and best practices resources.

Skills

Communication

Leadership

Training delivery

Customer service

Education

High school diploma or GED

Tools

Team Dynamix

Job description

Lead Help Desk Technician/Trainer (00127)

Brightpoint Community College is a two-year public institution of higher education and is 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 offers a robust benefits package, including:

• State of Virginia employee benefits
• Comprehensive health insurance (medical, dental, and vision)
• Virginia Retirement System (VRS) participation
• Generous annual leave and paid holidays
• Remote work flexibility, depending on role and departmental needs
• Professional development opportunities
• Continuous learning programs
• Access to wellness resources and employee assistance programs

Brightpoint Community College’s Office of Information Technology is seeking a detail-oriented and customer-focused Lead Help Desk Technician/Trainer to provide Tier 1 and initial Tier 2 Help Desk support and technology training. This role serves as the first point of contact for IT support, assisting both local and remote users—including students, faculty, and staff with technical issues related to desktop, mobile, and cloud-based systems.

Key Responsibilities

• Deliver responsive Tier 1 and initial Tier 2 support, resolving technical issues efficiently.
• Log, track, and manage support requests using the Help Desk ticketing system; elevate complex issues to the appropriate IT teams.
• Monitor the Help Desk system to ensure timely resolution or escalation of tickets.
• Provide remote assistance for installations, troubleshooting, and basic IT services.
• Support IT-related processes within the Student Information System.
• Lead the development and delivery of technology training sessions for faculty and staff.
• Create and distribute IT tips, best practices, and how-to resources.
• Communicate timely updates to the college community regarding system outages, service disruptions, and important IT announcements.
• This is NOT a remote position.

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

• High school graduation or GED. 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 11 & 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; work without direct supervision or with a team; handle multiple basic tasks at one time and solve routine problems with limited assistance; communicate effectively and work with diverse groups of people; assist in the development and maintenance of a procedural manual specific to the college’s operation and support of computer and telecommunications operations; follow directions and to work under stressful situations; lead and mentor junior Helpdesk technicians and student workers. Strong presentation and instructional design skills to develop and deliver effective technology training. Demonstrated ability to clearly and concisely communicate complex technical information to a non-technical audience. Previous experience in an IT support role (preferred), with demonstrated leadership or training responsibilities. A+ Certification or equivalent. Successful completion and passing of a background check is required.

Additional Considerations

• College degree.
• Experience developing and delivering technical training programs.
• Experience with Team Dynamix ticketing systems.
• Experience creating workflows within ticketing systems.

Work Location: Chesterfield - 041

Pay Band: 05

Hiring Range: $65,000 - $75,000

Full Time

Work Schedule: 8am - 5pm; Monday - Friday; as needed

Operation of a State Vehicle - No

Supervises Employees - No

Required Travel - As needed

Special Instructions to Applicants In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155

Additional Information All full-time classified employees new to the Commonwealth of Virginia will serve a 12-month probationary period.

Applicants must be legally authorized to work in the United States without the need for employer sponsorship now or in the future. Brightpoint Community College does not sponsor or assume sponsorship of employment visas.

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.

Quicklink for Posting https://jobs.vccs.edu/postings/101304