Help Desk Technician

Title: Help Desk Technician

Agency: Brightpoint Community College

Location: Chesterfield - 041

FLSA: Nonexempt

Hiring Range: $21.25

Full Time or Part Time: Part Time

Additional Detail

Job Description:
Brightpoint Community College is a two-year public institution of higher education and is the third 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 is seeking applications for the 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 systems to students, faculty, and staff. Enter trouble tickets. Provides tier 1 installations, troubleshooting and services remotely to end-users. Perform duties required of this position in the Student Information Center.

Key responsibilities include:

Help Desk Support

• Provide Tier 1 technical support for desktop, AV systems and mobile devices for users at sites as requested and provide exceptional customer service while doing do.
• Performs tier 1 installation, troubleshooting, repair, and preventative maintenance on all IT systems. Documents requests within the helpdesk ticketing system and assists users with troubleshooting efforts.
• Assists technicians or supervisors with computer interfacing audio and video system interface.
• Monitors Helpdesk ticketing system and determines when to escalate tickets. Communicates and provides follow-up with faculty and staff.

Customer support and management

• Trains faculty and staff and assists them in using new and current technologies for media purposes.
• Provide excellent customer service and display a positive attitude toward all end users.

Research and Development

• Research new and emerging technologies. Assists with new project testing and implementations
• Perform other duties as directed by the supervisor

Minimum 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 user-end level both orally and in writing.
• Ability to handle multiple basic tasks at one time and solve routine problems with limited assistance and solve routine problems with limited assistance.
• 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.
• Previous experience in an IT support role (preferred)
• A+ Certification or equivalent.

Additional Considerations: