Lead Help Desk Technician/Trainer (00127)

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

Benefits offered by this job

State employee benefits

Comprehensive health insurance

Virginia Retirement System (VRS)

Generous leave and holidays

Remote work flexibility

Professional development

Wellness resources

Job summary

Brightpoint Community College, part of Virginia’s community college system, seeks a Lead Help Desk Technician/Trainer to provide Tier 1 and initial Tier 2 support and lead technology training for students, faculty, and staff.

The role is based on-site in the Richmond area, with occasional remote-work flexibility depending on role and department needs. A+ certification and background checks are required.

Qualifications

• High school or GED required with IT basics.
• Experience leading or mentoring junior staff is preferred.
• A+ Certification or equivalent is required.

Responsibilities

• Deliver Tier 1 and initial Tier 2 support for students/faculty/staff.
• Lead technology training sessions and develop instructional resources.
• Log and track support requests using the ticketing system.
• Escalate complex issues to appropriate IT teams.
• Communicate outages and updates to the campus community.

Skills

Technical troubleshooting

Customer service

Training/mentoring

Written and verbal communication

Team collaboration

Multitasking

Education

High school graduation or GED

College degree

Tools

Team Dynamix

Help Desk Ticketing

Job description

Working Title Lead Help Desk Technician/Trainer (00127) Role Title Info Technology Specialist II Role Code 39112-SW FLSA Exempt Pay Band 05 Position Number 29000127 Agency Brightpoint Community College Division Brightpoint Community College (Div) Work Location Chesterfield - 041 Hiring Range $65,000 - $75,000 Emergency/Essential Personnel No EEO Category 2-Professionals Full Time or Part Time Full 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 8am – 5pm; Monday – Friday; as needed

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 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.

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

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; escape 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.

Operation of a State Vehicle No Supervises Employees No Required Travel

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.