Apprentice - IT Helpdesk Remote Support

Job Number: R0010292 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 following description generally describes an Apprentice in the office of Information Services and includes the minimum qualifications common to all specific jobs. ESSENTIAL FUNCTIONS AND 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. IT Helpdesk Remote Support Apprentice Availability between the hours of 8am - 9pm Monday - Friday. 10am - 6pm Saturday, and 1pm - 9pm Sunday (EST). 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. QUALIFICATIONS AND CREDENTIALS Education and Experience Working on a Bachelor's degree in Computer Science, Information Systems, or a related field is preferred. 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. ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB Communication and Comprehension 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. Problem Solving Strong analytical and critical thinking skills; ability to assess situations, evaluate information, and solve both routine and complex problems using sound judgment. Physical and Sensory Abilities 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. WORKING CONDITIONS Work Environment Remote Availability between the hours of 8am - 9pm Monday - Friday. 10am - 6pm Saturday, and 1pm - 9pm Sunday (EST). Driving Requirements None #LI-DNI Time Type Full time Location Remote Location 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.