What are the responsibilities and job description for the Help Desk Support Technician position at Tidewater Community College?
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
29500138
Agency
Tidewater Community College
Division
Tidewater Community College (Div)
Work Location
Norfolk - 710
Hiring Range
$42,905 - $45,500, commensurate w/ experience
Emergency/Essential Personnel
Yes
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-
No
Does this position have a bilingual or multilingual skill requirement or preference?
No
Work Schedule
1:30 PM – 10:00 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 (1:30PM to 10:00PM) 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. Monitors system logs for errors and determines when to escalate error conditions. Controls execution of batch jobs.
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.
- Ability to follow directions and to work in tense situations.
- A Certification or equivalent
Additional Considerations
- Previous experience in an IT support role
Operation of a State Vehicle
No
Supervises Employees
No
Required Travel
N/A
Posting Detail Information
Posting Number
CLS_3734P
Recruitment Type
General Public - G
Number of Vacancies
1
Position End Date (if temporary)
Job Open Date
04/16/2025
Job Close Date
04/30/2025
Open Until Filled
Agency Website
tcc.edu
Contact Name
Email
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:
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.
Salary : $42,905 - $45,500
