Brightpoint Community College
Lead Help Desk Technician/Trainer (00127)
🇺🇸 Chesterfield, VA
🕑 Full-Time
💰 $65K - $75K
💻 Information Technology
🗓️ July 23rd, 2025
TCP/IP
Edtech.com's Summary
Brightpoint Community College is hiring a Lead Help Desk Technician/Trainer. The role involves delivering Tier 1 and initial Tier 2 IT support, managing help desk tickets, providing remote assistance, supporting IT processes within the Student Information System, and leading technology training programs for faculty and staff.
Highlights
- Provide responsive Tier 1 and initial Tier 2 help desk support for desktop, mobile, and cloud systems.
- Log, track, and escalate support requests using the Help Desk ticketing system.
- Deliver remote assistance for IT installations and troubleshooting.
- Support IT-related processes within the Student Information System.
- Develop and deliver technology training sessions to faculty and staff.
- Create and distribute IT tips, best practices, and how-to resources.
- Communicate IT system outages and important updates to the college community.
- Knowledge of LAN, WAN, wireless configuration, protocols including TCP/IP, and troubleshooting Windows 11 and MacOS environments.
- Experience with Microsoft Office (2019 & Office 365), web browsers, email clients, and supporting iOS and Android mobile devices.
- A+ Certification or equivalent required; college degree preferred. Experience with Team Dynamix ticketing system and workflow creation is a plus.
- Annual salary range: $65,000 - $75,000.
- Full-time position with typical work schedule Monday to Friday, 8am – 5pm.
Lead Help Desk Technician/Trainer (00127) Full Description
Lead Help Desk Technician/Trainer (00127)
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
Working Title | Lead Help Desk Technician/Trainer (00127)
Role Title | Info Technology Specialist II
Role Code | 39112-SW
FLSA | Exempt
Pay Band | 05
Position Number | 29000127
Agency | Brightpoint Community College
Division | Brightpoint Community College (Div)
Work Location | Chesterfield - 041
Hiring Range | $65,000 - $75,000
Emergency/Essential Personnel | No
EEO Category | C-Technician
Full Time or Part Time | Full 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 | 8am – 5pm; Monday – Friday; as needed
Sensitive Position | No
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.
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 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.
Operation of a State Vehicle | No
Supervises Employees | No
Required Travel | As needed
Role Title | Info Technology Specialist II
Role Code | 39112-SW
FLSA | Exempt
Pay Band | 05
Position Number | 29000127
Agency | Brightpoint Community College
Division | Brightpoint Community College (Div)
Work Location | Chesterfield - 041
Hiring Range | $65,000 - $75,000
Emergency/Essential Personnel | No
EEO Category | C-Technician
Full Time or Part Time | Full 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 | 8am – 5pm; Monday – Friday; as needed
Sensitive Position | No
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.
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 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.
Operation of a State Vehicle | No
Supervises Employees | No
Required Travel | As needed
Posting Detail Information
Posting Number | CLS_3901P
Recruitment Type | General Public - G
Number of Vacancies | 1
Position End Date (if temporary) |
Job Open Date | 07/22/2025
Job Close Date | 08/12/2025
Open Until Filled |
Agency Website | https://www.brightpoint.edu
Contact Name | Shelby Duncan
Email | sduncan@brightpoint.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/87044
Recruitment Type | General Public - G
Number of Vacancies | 1
Position End Date (if temporary) |
Job Open Date | 07/22/2025
Job Close Date | 08/12/2025
Open Until Filled |
Agency Website | https://www.brightpoint.edu
Contact Name | Shelby Duncan
Email | sduncan@brightpoint.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/87044
Supplemental Questions
Required fields are indicated with an asterisk (*).
- Please describe your experience with providing technical support to an organization or client
(Open Ended Question) - Please describe the types of documentation and procedures you have created within an IT environment.
(Open Ended Question) - Please describe any employee and/or end-user training you may have developed.
(Open Ended Question)
Applicant Documents
Required Documents
Optional Documents
Optional Documents
- Resume
- Cover Letter/Letter of Application
- Other Document
- Certificate
- Alternative Hiring Process Letter
- (877) 340-5577
- ats@ssc.vccs.edu
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