Tidewater Community College
Help Desk Support Technician
🇺🇸 Norfolk, VA
🕑 Part-Time
💰 $21 per Hour
💻 Information Technology
🗓️ August 15th, 2025
TCP/IP
Edtech.com's Summary
Tidewater Community College is hiring a Help Desk Support Technician. The role involves providing first-level IT support to faculty, staff, and students by troubleshooting technical issues for desktop, mobile, and cloud-based systems, managing user access, and maintaining help desk ticketing. The technician will also support network connectivity, including WiFi and VPN access, and create technical documentation to aid users.
Highlights
- Provide first-level help desk support via phone and email for technical issues affecting faculty, staff, and students.
- Assist in account setup, password resets, and multi-factor authentication management to ensure proper access control.
- Record and escalate trouble tickets using the Help Desk ticketing system; work to minimize service interruptions.
- Support network connectivity problems including WiFi and VPN for remote access.
- Write and update support documentation such as troubleshooting guides and user procedures.
- Required knowledge of LAN, WAN, wireless configuration, and TCP/IP protocols.
- Proficiency troubleshooting Windows 10, MacOS, Microsoft Office 2019 & Office 365, iOS, and Android devices.
- Strong communication skills for technical and end-user interactions.
- Part-time position, up to 29 hours per week, mainly Monday through Friday afternoons with some Saturdays as needed.
- Hourly pay rate set at $21.25 per hour.
Help Desk Support Technician Full Description
Help Desk Support Technician
Please see Special Instructions for more details.
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155
Posting Details
Posting Summary
Working Title | Help Desk Support Technician
Role Title | Info Technology Specialist I
Role Code | 39111-SW
FLSA | Nonexempt
Pay Band | 04
Position Number | 295W1081
Agency | Tidewater Community College
Division | Tidewater Community College (Div)
Work Location | Norfolk - 710
Hiring Range | $21.25 per hour
Emergency/Essential Personnel | No
EEO Category | C-Technician
Full Time or Part Time | Part Time
Does this position have telework options? -Telework options are subject to change based on business needs- |
Does this position have a bilingual or multilingual skill requirement or preference? |
Work Schedule | Part Time, up to 29hrs per week
12:30 PM – 6:30 PM, Monday – Friday, with occasional Saturdays as required.
Sensitive Position | No
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.
Special Assignments | May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
KSA's/Required 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
Operation of a State Vehicle | No
Supervises Employees | No
Required Travel | N/A
Role Title | Info Technology Specialist I
Role Code | 39111-SW
FLSA | Nonexempt
Pay Band | 04
Position Number | 295W1081
Agency | Tidewater Community College
Division | Tidewater Community College (Div)
Work Location | Norfolk - 710
Hiring Range | $21.25 per hour
Emergency/Essential Personnel | No
EEO Category | C-Technician
Full Time or Part Time | Part Time
Does this position have telework options? -Telework options are subject to change based on business needs- |
Does this position have a bilingual or multilingual skill requirement or preference? |
Work Schedule | Part Time, up to 29hrs per week
12:30 PM – 6:30 PM, Monday – Friday, with occasional Saturdays as required.
Sensitive Position | No
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.
Special Assignments | May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
KSA's/Required 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
Operation of a State Vehicle | No
Supervises Employees | No
Required Travel | N/A
Posting Detail Information
Posting Number | WGE_2694P
Recruitment Type | General Public - G
Number of Vacancies | 1
Position End Date (if temporary) |
Job Open Date | 08/14/2025
Job Close Date | 09/04/2025
Open Until Filled | No
Agency Website | TCC.EDU
Contact Name | Lizette White
Email | ldwhite@tcc.edu
Phone Number |
Special Instructions to Applicants | In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155
Additional Information |
Background Check Statement Disclaimer | The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/
EEO Statement | The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.
ADA Statement | The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.
E-Verify Statement | VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.
Quicklink for Posting | https://jobs.vccs.edu/postings/87756
Recruitment Type | General Public - G
Number of Vacancies | 1
Position End Date (if temporary) |
Job Open Date | 08/14/2025
Job Close Date | 09/04/2025
Open Until Filled | No
Agency Website | TCC.EDU
Contact Name | Lizette White
Email | ldwhite@tcc.edu
Phone Number |
Special Instructions to Applicants | In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155
Additional Information |
Background Check Statement Disclaimer | The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/
EEO Statement | The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.
ADA Statement | The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.
E-Verify Statement | VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.
Quicklink for Posting | https://jobs.vccs.edu/postings/87756
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * Are you willing to work at our Norfolk campus?
- Yes
- No
Applicant Documents
Required Documents
- Resume
- Cover Letter/Letter of Application
Optional Documents
- Other Document
- Alternative Hiring Process Letter
- (877) 340-5577
- ats@ssc.vccs.edu
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