Lead Help Desk Technician/Trainer (00127)

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 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's Office of Information Technology is seeking a detail-oriented and customer-focused individual 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.

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 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.
• High school graduation or GED.
• Previous experience in an IT support role (preferred), with demonstrated leadership or training responsibilities.
• A+ Certification or equivalent.

Additional Considerations:

A college degree is preferred. Experience developing and delivering technical training programs. Experience with Team Dynamix ticketing systems. Experience creating workflows within ticketing systems.