IT Helpdesk Campus Support Apprentice

Liberty University•Lynchburg, VA

3d•Hybrid

About The Position

The Apprentice assists in providing a high level of technical support for their assigned business unit. This includes understanding and documenting the business processes, reporting and analysis of data, working on projects, improving business processes using available tools, and more. The IT Helpdesk Campus Support Apprentice receives, prioritizes, documents, and ultimately resolves end-user computer-related help requests. They maintain repair metrics at the required level, audit the workflow of repair computers and escalate as necessary, and enforce HelpDesk standards and procedures. This role involves following internal documentation and knowledge base articles, performing hardware/software diagnosis and repairs, coordinating with other IT departments to ensure reported issues are resolved, and utilizing the help request system to document work and customer interaction.

Requirements

Working on a Bachelor’s degree in Computer Science, Information Systems, or a related field is preferred.
Some previous experience installing and troubleshooting computer components (hardware and software).
Proficiency with Microsoft Office software and standard office technologies.
Strong attention to accuracy and detail.
Willingness and ability to provide consistent and exceptional customer service.
Promptness and reliability to follow scheduled hours.
Willingness to protect the integrity of Liberty’s IT systems and follow necessary security policies.
Must be able to obtain job specific certifications including, but not limited to Vendor Hardware Repair (Dell, HP, Lenovo, Apple) and CompTIA ITF+ or A+.
Ability to obtain LU-approved driver certification, individuals must be 21 years of age or older, possess a valid driver’s license with a minimum of five (5) years of documented driving history, and maintain a clean driving record.
Ability to effectively communicate both verbally and in writing.
Proficiency in understanding, speaking, reading, and writing English to support professional correspondence and collaboration.
Strong interpersonal and public communication skills to represent Liberty University in a professional manner.
Strong organizational skills.
Strong analytical and critical thinking skills; ability to assess situations, evaluate information, and solve both routine and complex problems using sound judgment.
Frequently required to perform desk-based work, including computer use and data entry.
Ability to communicate effectively in meetings and collaborative settings, with or without reasonable accommodation.

Responsibilities

Assists the department he or she is assigned to with technical issues.
Works on tasks as assigned by leadership.
Assists their team in streamlining business processes using new or current technology.
Documents business processes, reviews inefficiencies, and makes recommendations for improvement to supervisor.
Learns University systems and data sets in order to accurately extract information from those systems.
Adheres to Liberty University policies, representing the University in an exemplary and professional manner.
Works effectively as a team member, embracing and fostering LU’s Christian model and Mission – Training Champions for Christ.
Receive, prioritize, document, and ultimately resolve end-user computer-related help requests.
Maintain repair metrics at the required level.
Audit workflow of repair computers and escalate as necessary.
Enforce HelpDesk standards and procedures.
Follow internal documentation and knowledge base articles.
Hardware/software diagnosis and repairs.
Coordinate with other IT departments to ensure that reported issues are being resolved.
Utilize help request system to document work and customer interaction.