Technical Support Technician (00145)

Title: Technical Support Technician (00145)

Agency: Brightpoint Community College

Location: Chesterfield - 041

FLSA: Exempt

Hiring Range: $65,000 - $70,000 (Commensurate with experience and qualifications)

Full Time or Part Time: Full Time

Additional Detail

Job Description:

Brightpoint Community College is a two-year public institution of higher education and is one of the 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 offers a robust benefits package, including:

• State of Virginia employee benefits
• Comprehensive health insurance (medical, dental, and vision)
• Virginia Retirement System (VRS) participation
• Generous annual leave and paid holidays
• Remote work flexibility, depending on role and departmental needs
• Professional development opportunities
• Continuous learning programs
• Access to wellness resources and employee assistance programs

Brightpoint invites applications for an in-office Technical Support Technician position to perform on-site and remote inspection, installation, testing, and repair of microcomputer devices, classroom AV equipment, and peripheral hardware. Provides Tier 1 and Tier 2 support for faculty, staff, and students, ensuring desktop standardization and high-availability classroom infrastructure.

This position is responsible for providing advanced technical support across desktop computing, audiovisual systems, and telecommunications infrastructure. The role performs in-depth diagnostics and hardware-level repairs on microcomputers, software, and peripheral devices, while also managing the full software lifecycle, including application packaging and automated deployment to maintain standardized environments. The technician diagnoses and resolves complex operating system and application conflicts using diagnostic and data recovery tools, as well as troubleshoots network connectivity issues utilizing TCP/IP fundamentals, PING, and DNS. Additionally, the position supports AV systems by identifying signal failures, hardware issues, and connectivity disruptions, and provides first-level support for IP telephony and related services.

In addition to technical troubleshooting, this role engages directly with faculty and staff to deliver one-on-one instruction on classroom technologies and new software, ensuring effective adoption and use. The position collaborates with the Lead Technician and Manager of Client Services to identify recurring issues and improve overall Help Desk service delivery. Responsibilities also include maintaining the security and confidentiality of sensitive data and documenting all equipment configurations, installation procedures, and repair activities for departmental reference.

This role performs other duties as assigned to support operational needs and continuous service improvement.

Minimum Qualifications:

Required:

• Extensive expertise in personal computer hardware architecture, including the ability to perform deep-dive hardware-level repairs, motherboard diagnostics, and component-level troubleshooting for Windows and Apple systems.
• Advanced knowledge of Windows 10/11 and macOS, including registry editing, system recovery, and command-line troubleshooting to resolve complex software conflicts.
• Proficiency in utilizing advanced diagnostic and data recovery software to install, set up, and repair common and proprietary application packages.
• Ability to configure and employ LAN management tools such as Microsoft Intune to evaluate and improve endpoint performance in a complex WAN/LAN environment.
• General knowledge of multimedia infrastructure, including the ability to install media cabling, terminate connections, and troubleshoot physical connectivity issues.
• Ability to diagnose and resolve malfunctions in AV control systems, projectors, and audio distribution without requiring deep-level programming knowledge.
• Successful completion and passing of a background check.

Additional Considerations:

A college degree in Information Systems or equivalent experience. Substantial experience in modifying, installing, testing, troubleshooting, and repairing microcomputer hardware and peripherals. At least three years of proven experience in IT systems and multimedia equipment troubleshooting. Some Crestron, and Extron programming experience are preferred

Desired certifications: A+, Network+, CTS, CTS-D, C-EST