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.