Help Desk Support Technician

Title: Help Desk Support Technician

Agency: Tidewater Community College

Location: Norfolk - 710

FLSA: Nonexempt

Hiring Range: $21.25 per hour

Full Time or Part Time: Part Time

Additional Detail

Job Description:

Tidewater Community College has served South Hampton Roads - both students and employers - for 50 years. It has grown from 1 campus into a regional educational and economic force. TCC is the largest provider of higher education and workforce services in Hampton Roads, enrolling nearly 28,000 students in 2019-20. Founded in 1968 as a part of the Virginia Community College System, Tidewater Community College (TCC) services South Hampton Roads with 4 campuses in Chesapeake, Norfolk, Portsmouth, and Virginia Beach, 7 regional centers and 2 important cultural institutions. The college had 3,203 graduates in 2019-2020, 40 percent of whom pursued degrees that would let them transfer to 4-year institutions. Of South Hampton Roads residents enrolled in higher education 36% enrolled at TCC. TCC's institutional accreditation is affirmed through 2027 by the Southern Association of Colleges and Schools Commission on Colleges.

Provides first level Help Desk support for the Office of Information Systems on the second shift, Monday - Friday (12:30PM to 6:30PM) with occasional Saturday support. 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 and systems to students, faculty, and staff. Enter trouble tickets into the Help Desk ticketing system and route advanced support requests to appropriate divisions.

Functional Responsibilities:

• First level Support: Provide first-level help desk support to all faculty/staff and students. Communicate and respond effectively to telephone and email requests from all users for technical support or assistance, ensuring appropriate customer service at all times.
• Manage user access: Assist in setting up accounts, resetting passwords, and managing multi-factor authentication to ensure users have the correct access to network resources and software applications.
• Ticketing: Record all problem reports in the Help Desk ticketing system and escalate unresolved issues to the appropriate department, documenting critical problems. Take all necessary steps to minimize service interruptions.
• Network: Provide support for WiFi connectivity problems to faculty/staff & students, ensuring they are able to access the network. Provide VPN support to faculty/staff, ensuring they are able to connect to the network remotely.
• Support Documentation: Write and update technical documentation, including troubleshooting steps, user guides, and procedures, to ensure users are equipped to solve minor issues on their own.

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 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 in tense situations.

Additional Considerations:

• Previous experience in an IT support role
• A+ Certification or equivalent