Lead Help Desk Technician/Trainer (00127)

Brightpoint Community College is hiring an on-site Lead Help Desk Technician/Trainer to serve as the first point of contact for IT support and deliver technology training for faculty and staff in Chesterfield, VA.

Responsibilities

• Provide Tier 1 and initial Tier 2 help desk support, resolving technical issues efficiently
• Serve as a primary contact for desktop, mobile, and cloud-based system issues for local and remote users
• Log, track, and manage support requests in the Help Desk ticketing system
• Monitor help desk activity to support timely ticket resolution or escalation
• Escalate complex issues to the appropriate IT teams
• 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 share IT tips, best practices, and how-to resources
• Communicate timely updates to the college community regarding system outages, service disruptions, and important IT announcements

Requirements

• High school graduation or GED
• Knowledge of LAN, WAN, and wireless configuration, including TCP/IP
• Demonstrated ability to troubleshoot Mac and PC computers and their operating systems (Windows 11 and MacOS)
• Demonstrated troubleshooting experience with applications including Microsoft Office (2019 & Office 365), web browsers, electronic mail, and other software
• Ability to set up and support mobile devices running iOS and Android
• Effective communication at a technical and end-user level, orally and in writing
• Ability to work with limited supervision or as part of a team, manage multiple basic tasks at once, and solve routine problems with limited assistance
• Ability to assist in the development and maintenance of a procedural manual for college operations and support of computer and telecommunications operations
• Strong presentation and instructional design skills to develop and deliver technology training
• Ability to clearly and concisely communicate complex technical information to non-technical audiences
• Previous IT support experience preferred, including demonstrated leadership or training responsibilities
• A+ Certification or equivalent
• Successful completion and passing of a background check is required

Technologies

• LAN, WAN, TCP/IP
• MacOS, Windows 11
• Microsoft Office (2019 & Office 365)
• Web browsers, electronic mail
• iOS, Android
• Team Dynamix (Help Desk ticketing systems)
• Student Information System

Benefits

• State of Virginia employee benefits
• Comprehensive health insurance (medical, dental, and vision)
• Virginia Retirement System (VRS) participation
• Generous annual leave and paid holidays
• Remote work flexibility, depending on role and departmental needs
• Professional development opportunities
• Continuous learning programs
• Access to wellness resources and employee assistance programs

Additional Considerations

• College degree
• Experience developing and delivering technical training programs
• Experience with Team Dynamix ticketing systems
• Experience creating workflows within ticketing systems