Helpdesk Technician

Hiring Range : Minimum $31,886, commensurate with experience and education

Full Time or Part Time : Full Time

Job Description :

Thank you for considering employment with Southside Virginia Community College (SVCC). We are committed to attracting and retaining a diverse workforce that enhances our status as a recognized Great College to Work For by the Chronicle of Higher Education for 12 years!

SVCC is located in a rural setting of rolling hills, pine and hardwood forests, and farmland. There is easy access to nearby metropolitan Richmond, Virginia, the state’s capital, as well as Raleigh, North Carolina, and Lynchburg, Virginia. The area is famous for its two lakes, Gaston and Kerr, and a multitude of state and national parks which offer recreational opportunities such as fishing, boating, skiing, jet-skiing, hiking, horseback riding, picnics, and relaxation. There are cultural activities including various theaters and arts councils offering concerts, plays, and live entertainment, and there are many local festivals held throughout the year.

Southside Virginia Community College is seeking a dynamic individual to bring current technology to its students. The successful candidate will support the unit’s objective to ensure that students are trained on the current software applications and that our faculty be able to use the most current up-to-date software for purposes of presentation and testing.

Purpose of Position :

To maintain adequate day-to-day computer operations for all staff, faculty, and students at all SVCC campus locations, and Governor’s School; to ensure network integrity, reliability, and availability at all times; to minimize loss of computer and classroom technology operations to all end users; to strive for enhanced and improved operations; and to project a courteous and professional attitude to all persons at all times.

Core Responsibilities include :

• Provide Tier 1 and 2 support to students and staff as needed for campus technology and software applications.
• Promptly respond to customer/co-worker needs by assisting faculty, staff, and students with password resets, troubleshooting access problems, and queries.
• Receive, work, and follow up on all trouble-tickets designated as helpdesk issues.
• Extensive documentation of all support requests.
• Provide team support to the IT department when large-scale projects are being completed or when staffing is low.
• Ensure computers and classroom technology have been updated per security requirements.
• Prepare IT needs for campus events and troubleshoot technology with faculty and staff remotely or in-person in a timely manner.
• Document all changes to computers, classroom technology, and procedures using the appropriate methods given by the helpdesk manager.
• Maintain successful inventory logs and regularly re-evaluate documentation and logs.
• Assist the network team and server team with building new servers and implementing major changes to the network infrastructure.
• Troubleshoot any problems that may arise on the academic network, assisting with applying patches and/or upgrades to server(s) in the academic environment.
• Assist in the preparation and evaluation of procedural manuals.
• Provide audio-visual support for all campuses including, but not limited to, DVD, projector, TV, and other hardware.
• Assist faculty and staff with scheduling and setting up for presentations.
• Support a strong working relationship with off-campus site personnel by addressing their needs and concerns effectively.
• Stay updated with the latest HelpDesk-based technologies and make suggestions to management about new technologies.
• Explore new technologies and attend training applicable to the technologies that will best serve the college.
• Foster a positive work environment and demonstrate a courteous, helpful attitude to students, staff, supervisors of the Community College, and the public at large.
• Other duties as assigned.

Minimum Qualifications :

• High School Diploma or GED.
• Ability to work well with a culturally and educationally diverse population.
• Working knowledge and adequate skills in the areas of Applications, Computer Operations, IT troubleshooting, and Equipment and Applications Specialty.
• Working knowledge of major operating systems including Microsoft Windows 11, Mac, Linux, software applications, and classroom technology.
• Knowledge of Computer HelpDesk operations or equivalent experience in the field.
• Ability to provide daily oversight of tickets effectively and independently troubleshoot technical issues that arise on campus.
• Ability to set up audiovisual equipment, perform or ensure proper installation of appropriate software, and train users as appropriate.
• Ability to accurately document procedures and maintain operations logs.
• Ability to read and comprehend technical documentation, confer with others, or conduct computer diagnostics to investigate and resolve problems or provide technical assistance and support.

A combination of experience and education may substitute for education requirements.

Preferred Qualifications :

• Associate’s degree in Information Technology or related field.
• Career Readiness Certificate.
• Knowledge of Network Topology, TeamViewer, Adobe Admin Console, SCCM, VMware ESXi 7, vSphere 7 and above, Zoom, Pharos, Endpoint protection, Jamf, and Active Directory and Group Policy Objects.

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