Apprentice - IT Helpdesk Campus Support

The HelpDesk Apprentice’s role is to provide a point of contact for end-users to receive technology support for supported university-owned and personally-owned equipment. This includes installing, diagnosing, repairing, maintaining and/or upgrading computer hardware and equipment to ensure optimal workstation performance. Adding to and updating the university’s inventory database with accurate information may be required. The Apprentice will also troubleshoot problems (in person and/or by telephone) in a timely and accurate fashion, and provide end-user assistance where required.

Essential Functions and Responsibilities

1. Receive, prioritize, document, and ultimately resolve end user computer related help requests.

2. Maintain repair metrics at required level.

3. Audit workflow of repair computers and escalate as necessary.

4. Enforce HelpDesk policies.

5. Follow internal documentation and knowledge base articles.

6. Hardware\software diagnosis and repairs.

7. Coordinate with other IT departments to ensure that reported issues are being resolved.

8. Utilize help request system to document work and customer interaction.

Qualifications, Credentials, and Competencies

1. Candidates for this position should have some previous experience installing and troubleshooting computer components (hardware and software).

2. Must be able to obtain the following certifications: Vendor Hardware Repair (Dell, HP, Lenovo, Apple), Microsoft Office Specialist (Excel, Word, PowerPoint, Outlook), Approved University Driver. 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.

Time Type

Full time

Location

Onsite

The University is an Equal Opportunity Employer. We believe it is our moral and legal obligation to meet the responsibility of ensuring that all management practices regarding employees are conducted in a nondiscriminatory manner. In compliance with Title VII of the 1964 Civil Rights Act, and other applicable federal and state statutes, all recruiting, hiring, training, and promoting for all job classifications will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including state of employment protected classes. It is, therefore, our policy and intention to evaluate all employees and prospective employees strictly according to the requirements of the job. All personnel related activities such as compensation, benefits, transfers, job classification, assignments, working conditions, educational assistance, terminations, layoffs, and return from layoffs, and all other terms, conditions and privileges of employment will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including all applicable state of employment protected classes. The University is a Christian religious-affiliated organization; and as such, is not subject to religious discrimination requirements. The University’s hiring practices and EEO discrimination practices are in full compliance with both federal and state law. Federal law creates an exception to the “religion” component of the employment discrimination laws for religious organizations (including educational institutions), and permits them to give employment practice preference to members of their own religious beliefs.