Apprentice - IT Helpdesk Remote Support

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 commun