Apprentice - IT Helpdesk Remote Support

Liberty University

2d•Remote

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 Remote Support Apprentice provides remote assistance to customers via phone and chat support. They receive, prioritize, document, and resolve end-user computer-related help requests through phone and chat systems, while maintaining call and chat performance metrics at required levels. This role enforces Help Desk standards and procedures, follows internal documentation and knowledge base articles, and performs software troubleshooting, including providing assistance with university learning systems. The apprentice will coordinate with other IT departments to ensure reported issues are resolved efficiently and utilize the help request system to document work performed and customer interactions.

Requirements

Previous knowledge and experience in troubleshooting and repairing hardware and software issues, networks, and software issues.
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.
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.
Proof of a valid driver’s license, an acceptable DMV record, LU Driving Approval, and liability insurance is required when driving in the performance of the employee’s position.

Nice To Haves

Working on a Bachelor’s degree in Computer Science, Information Systems, or a related field is preferred.

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.
Provide remote assistance to customers via phone and chat support.
Receive, prioritize, document, and resolve end‑user computer‑related help requests through phone and chat systems.
Maintain call and chat performance metrics at required levels.
Enforce Help Desk standards and procedures.
Follow internal documentation and knowledge base articles to ensure consistent support.
Perform software troubleshooting and provide assistance with university learning systems.
Coordinate with other IT departments to ensure reported issues are resolved efficiently.
Utilize the help request system to document work performed and customer interactions.