Help Desk Technician

Working Title Help Desk Technician Role Title Info Technology Specialist I Role Code 39111-SW FLSA Nonexempt Pay Band 04 Position Number 290W0206 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, offering 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 Help Desk ticketing system and determines when to elevate tickets. Provides tier 1 installations, troubleshooting, and remote support services to end-users. Performs duties required of this position in the Student Information System.

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.

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.

• 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 set up 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.

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

Travel between campuses may be required as needed.

EEO Statement

The Virginia Community College System (VCCS) provides equal employment opportunities to all…