Apprentice - IT Helpdesk Campus Support

The Chronicle Of Higher Education, Inc.; Lynchburg (VA); On-site; USD 17,000 - 26,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Tuition assistance

Job summary

Liberty University is seeking an IT Helpdesk Campus Support Apprentice to assist the assigned department with technical issues, document processes, and learn university systems to extract information from those systems. You will also gain exposure to data analysis and process improvement while upholding LU policies and a Christ-centered mission.

The role involves handling end-user requests, maintaining repair metrics, and following HelpDesk standards.

Qualifications

• 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 to provide consistent and exceptional customer service.
• 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+.

Responsibilities

• Assist assigned department with technical issues and document processes.
• Receive, prioritize, document, and resolve end-user computer help requests.
• Maintain repair metrics and audit workflow of repair computers.
• Enforce HelpDesk standards and follow internal documentation and knowledge base articles.
• Coordinate with other IT departments to ensure issues are resolved.

Skills

Communication

Teamwork

Attention to detail

Customer service

English proficiency

Education

Bachelor’s degree in Computer Science, Information Systems, or related field (preferred)

Tools

Microsoft Office

Job description

The Apprentice assists in providing a high level of technicalsupport for their assigned business unit. This includesunderstanding and documenting the business processes, reporting andanalysis of data, working on projects, improving business processesusing available tools, and more.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Assists the department he or she is assigned to with technicalissues. Works on tasks as assigned by leadership. Assists theirteam in streamlining business processes using new or currenttechnology. Documents business processes, reviews inefficiencies,and makes recommendations for improvement to supervisor. LearnsUniversity systems and data sets in order to accurately extractinformation from those systems. Adheres to Liberty Universitypolicies, representing the University in an exemplary andprofessional manner. Works effectively as a team member, embracingand fostering LU’s Christian model and Mission – Training Championsfor Christ.

IT Helpdesk Campus Support Apprentice

Receive, prioritize, document, and ultimately resolve end-usercomputer-related help requests. Maintain repair metrics at therequired level. Audit workflow of repair computers and elevate asnecessary. Enforce HelpDesk standards and procedures. Followinternal documentation and knowledge base articles.Hardware/software diagnosis and repairs. Coordinate with other ITdepartments to ensure that reported issues are being resolved.Utilize help request system to document work and customerinteraction.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS AND CREDENTIALS

Education andExperience

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

IT Helpdesk Campus Support Apprentice

• Candidates for this position should have some previousexperience installing and troubleshooting computer components(hardware and software).
• Proficiency with Microsoft Office software and standard officetechnologies.
• Strong attention to accuracy and detail.
• Willingness and ability to provide consistent and exceptionalcustomer service.
• Promptness and reliability to follow scheduled hours.
• Willingness to protect the integrity of Liberty’s IT systemsand 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, ifindividuals is over 21 years of age, possess a valid driver’slicense with a minimum of five (5) years of documented drivinghistory, and maintain a clean driving record.

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THEJOB

Communication and Comprehension

• Ability to effectively communicate both verbally and inwriting.
• Proficiency in understanding, speaking, reading, and writingEnglish to support professional correspondence andcollaboration.
• Strong interpersonal and public communication skills torepresent Liberty University in a professional manner.
• Strong organizational skills.

Problem Solving

• Strong analytical and critical thinking skills; ability toassess situations, evaluate information, and solve both routine andcomplex problems using sound judgment.

Physical and Sensory Abilities

• Frequently required to perform desk-based work, includingcomputer use and data entry.
• Ability to communicate effectively in meetings andcollaborative settings, with or without reasonableaccommodation.

WORKING CONDITIONS

Work Environment

On-Camps / Hybrid / Remote (depending on the team)

Driving Requirements

If the employee is required to travel in performing the duties and responsibilities of the position, the use of one’s personal vehicle(or LU vehicles) may be required for travel. Proof of a validdriver’s license, an acceptable DMV record, LU Driving Approval,and liability insurance is required when driving in the performanceof the employee’s position.

Time Type

Full time

Location

Onsite

Pay Range

Compensation is determined based on factors such as qualifications,experience, education, skills, and certifications, along withUniversity needs and external market conditions. Market benchmarksmay be used, as appropriate, in combination with internal equity toensure pay is fair and aligned with the broader compensationstructure.

The position may also be eligible for comprehensivebenefits , including health insurance, retirement plans, andtuition assistance.

$12.77 - $19.23

The University is an Equal Opportunity Employer. We believe itis our moral and legal obligation to meet the responsibility offensuring that all management practices regarding employees areconducted in a nondiscriminatory manner. In compliance with TitleVII of the 1964 Civil Rights Act, and other applicable federal andstate statutes, all recruiting, hiring, training, and promotingforall job classifications will be administered without regard torace, color, ancestry, age, sex, national origin, pregnancy orchildbirth, disability, military veteran status or other applicablestatus protected by law, including state of employment protectedclasses. It is, therefore, our policy and intention to evaluate allemployees and prospective employees strictly according to the requirements of the job. All personnel related activities such ascompensation, benefits, transfers, job classification, assignments,working conditions, educational assistance, terminations, layoffs,and return from layoffs, and all other terms, conditions andprivileges of employment will be administered without regard torace, color, ancestry, age, sex, national origin, pregnancy orchildbirth, disability, military veteran status or other applicablestatus protected by law, including all applicable state ofemployment protected classes. The University is a Christianreligious-affiliated organization; and as such, is not subject toreligious discrimination requirements. The University’s hiringpractices and EEO discrimination practices are in full compliancewith both federal and state law. Federal law creates an exceptionto the “religion” component of the employment discrimination lawsfor religious organizations (including educational institutions),and permits them to give employment practice preference to membersof their own religious beliefs.