Help Desk Support Technician

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.

Help Desk Support Technician position is required in person at the Norfolk Campus.

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

Additional Considerations

Operation of a State Vehicle No Supervises Employees No Required Travel N / A