Helpdesk Technician (Info Tech Spec I)

Join Laurel Ridge Community College as a Helpdesk Technician (Info Tech Spec I) and support an essential mission on campus: keeping faculty, staff, and students connected and productive. This on-site role provides first level (Tier I) IT helpdesk support at the Middletown Campus, with coverage across other campus locations as needed. You will help maintain classroom and office technology through preventive maintenance, repairs, and hands-on installations.

Responsibilities

• Provide first level (Tier I) helpdesk support to college faculty, staff, and students who contact the Technology Services helpdesk.
• Manage daily support requests at the assigned work location, while also assisting other campus locations as needed.
• Maintain college computers and associated peripheral equipment through preventive maintenance and repairs for electronic office and classroom equipment.
• Perform preventive maintenance and repairs on equipment such as network components, computers, servers, audio-visual, video conference equipment, telephones, printers, and other classroom electronics.
• Specialize in physical installation and integration tasks, including server rack integration, A/V equipment mounting, A/V furniture and cabinet setup, A/V cabling, and physical networking links.

Requirements

• Demonstrated experience providing high-quality customer service and direct customer service.
• Ability to use and configure computing devices including laptops, tablets, and cell phones.
• Experience with software installation and configuration.
• Beginner knowledge of operating systems including Windows 10, MacOS, and iOS.
• Beginner networking knowledge of LAN, WAN, and wireless configuration, primarily for endpoint support.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.
• CompTIA A+.
• Proven subject matter knowledge through training, experience, and/or credentials.
• Ability to regularly work on site at various college locations, including travel between locations and transporting equipment and resources.
• Ability to lift 50 pounds, and scale ladders.
• Ability to make decisions with sound judgment based on expertise and experience.
• Ability to ensure compliance with rules, regulations, standards, and laws.
• Ability to evaluate, recommend, learn, and implement new technology solutions.

Required Skills & Tools

Technologies include Windows 10, MacOS, iOS, LAN, WAN, wireless, and CompTIA A+. The role also aligns with experience such as CompTIA Cloud+, CompTIA Server+, Microsoft Azure Fundamentals, and Microsoft 365 Fundamentals.

Benefits

A benefits package is offered by the Commonwealth of Virginia for state agencies. This position is classified staff.

Work Schedule and On-site Requirement

• Tuesday–Friday, 9:30 am to 7:30 pm.
• On-site presence required. No telework options.

Preferred (Additional Considerations)

• CompTIA Cloud+ or CompTIA Server+, or equivalent preferred.
• Microsoft Certified: Azure Fundamentals preferred.
• Microsoft 365 Certified: Fundamentals or equivalent preferred.
• Advanced diagnostic and problem-solving skills preferred.
• Ability to develop technical standards, project documentation, and policies preferred.