Help Desk Technician

Help Desk Technician

Brightpoint Community College is a two-year public institution of higher education and one of the 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 invites applications for a 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 and systems to students, faculty, and staff. Enter trouble tickets into the Help Desk ticketing system and route advanced support requests to appropriate divisions. Monitors Helpdesk ticketing system and determines when to escalate tickets. Provides tier 1 installations, troubleshooting and services remotely to end-users. Perform duties required of this position in the Student Information System. This position is responsible for delivering first-level Help Desk support and Tier 1 technical services to faculty, staff, and students across desktop, audiovisual, and mobile technologies. The role responds to service requests, documents issues in the Help Desk ticketing system, and communicates problem status and resolution clearly to users and supervisors. Responsibilities include installation, troubleshooting, repair, and preventative maintenance of IT systems, as well as monitoring and managing ticket queues to ensure timely escalation of unresolved issues. The position also maintains critical operations logs for significant incidents, supports telecommunications and AV system interfaces, and contributes to the development and upkeep of procedural documentation to promote consistent IT operations. In addition to technical support, the role emphasizes strong customer service and user engagement. The position provides training to faculty and staff on the effective use of instructional and media technologies, ensuring a positive user experience and successful adoption of new tools. The role assists in identifying recurring technical issues to improve service delivery, supports research into emerging technologies, and contributes to testing and implementation of new solutions. A commitment to professionalism, responsiveness, and continuous improvement is essential, along with performing other duties as assigned to support departmental goals.