Help Desk Support Technician

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, part time

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-

No

Does this position have a bilingual or multilingual skill requirement or preference?

No

Work Schedule

Part Time, up to 29 hrs 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.

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

Posting Detail Information

Posting Number

WGE_2865P

Recruitment Type

General Public - G

Number of Vacancies

Position End Date (if temporary)

Job Open Date

11 / 07 / 2025

Job Close Date

11 / 17 / 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 : 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 :

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.

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