Lead Help Desk Technician/Trainer (00127)

Commonwealth of VA Careers; Chesterfield Court House (VA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

State benefits

Health insurance (medical, dental, and

VRS participation

Paid holidays

Remote work flexibility

Job summary

Brightpoint Community College is seeking a Lead Help Desk Technician/Trainer to provide Tier 1 and initial Tier 2 support for desktop, mobile, and cloud systems. You will lead technology training for faculty and staff and serve as the first contact for IT issues on-site in Chesterfield.

Remote work is not available for this role, and the position requires strong instructional skills and leadership of junior staff and student workers.

Qualifications

• High school diploma or GED required.
• Knowledge of LAN, WAN, and wireless configuration incl. TCP/IP.
• Troubleshoot Windows & Mac, MS Office & browsers.
• Support mobile devices (iOS & Android).
• Strong communication and instructional design to train staff.
• A+ Certification or equivalent required.
• Background check successful.

Responsibilities

• Provide Tier 1 and initial Tier 2 Help Desk support.
• Log and manage tickets; escalate complex issues.
• Monitor Help Desk system for timely resolution.
• Provide remote assistance for installs and basic IT services.
• Support processes within the Student Information System.
• Lead development and delivery of technology training sessions.
• Create IT tips and resources and communicate outages.

Skills

Communication skills

Presentation & training

Mentoring

Problem solving

Customer service

Education

High school diploma or GED

A+ Certification

Tools

Windows 11

MacOS

Microsoft Office 2019/365

TCP/IP

LAN/WAN/Wireless

iOS/Android

TeamDynamix

Job description

Title: Lead Help Desk Technician/Trainer (00127)

Agency: Brightpoint Community College

Location: Chesterfield - 041

FLSA: Exempt

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

Full Time or Part Time: Full Time

Additional Detail

Job Description:

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; **escalate** 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.

Minimum 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.