Under the direct direction of the IT Director, the IT Generalist Apprentice will receive on-the-job training in various work experience. This on-the-job training will provide apprentice the opportunity to support of the daily activities of the local IT Support Team. The position participates in the diverse job tasks of the IT Support Team including but not limited to: support of general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment; Assists staff, faculty, and students with the operation of classroom IT and instructional equipment; Conducts all activities with an appreciation and respect for diversity of people, styles, and views.
Hourly Rate: $15.00
Part-Time
- Read technical manuals and provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional appearance and demeanor at all times.
- Process IT Helpdesk tickets to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA) and that the communication documented within tickets is complete and respectful; Responsible for actively reaching out to supervisor for questions or case escalation.
- Process IT Helpdesk tickets to provide end-user support covering but not limited to issues covering desktop and laptop devices, printers, document cameras, scanners, projectors, network, wireless, VoIP.
- Utilize additional forms of communication such as phone or face to face as needed when processing IT Helpdesk tickets in order to maintain excellent customer service.
- Follow regular equipment cleaning and maintenance schedules, follow preventative measures as instructed to reduce downtime.
- Assist in moving equipment as assigned.
- Complete 22 competency-based goals outlined for the apprenticeship supplemented by related classroom instruction.
- Must be enrolled or enroll in the Ivy Tech Program and complete the Information Technology Help Desk Certification
- Prepare and complete the CompTIA A+ Certification
Responsibilities also include:
Oversight and upkeep of School of Information Technology GRE lab equipment, including maintaining an accurate inventory; Assist faculty in PC setup, hard drive imaging, PC configuration, and upgrades; Execute network wiring and rack configuration, and provide basic troubleshooting for lab computers; Collaborate with the School’s Administrative Assistant on procurement processes, managing quotes, purchases, orders, back orders, and equipment tagging; Coordinate the delivery of equipment from Shipping and Receiving to designated laboratories or classrooms
The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may be assigned.
Technical Certificate(s) from a regionally and/or nationally accredited institution directly related to the School’s programs AND related work experience in installation, troubleshooting, repair, maintenance, and inventory of equipment, materials, and tools
EXPERIENCE AND SKILLS:
Required
- Must possess good customer service and organizational skills
- Must possess good written and oral communication skills and be able to provide service over the phone, through email or in person
- Must be proficient with current hardware and software technology
- Must be able to maintain professional relationships with peers and superiors
- Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
- Must be dependable
- Ability to stay calm in stressful situations
- Ability to handle multiple competing priorities
- Must be physically capable of climbing ladders and lifting up to 30 pounds repeatedly
- Must be willing to work nights and weekends as needed
- Must be willing to travel as necessary
PREFERRED QUALIFICATIONS:
- Possesses an earned Associate or higher degree from a regionally accredited institution directly related to the School’s programs
- Experience in a higher education environment is desirable
Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights.
