Apprentice - IT Helpdesk Campus Support

About the Role

The Apprentice assists in providing a high level of technical support for their assigned business unit. This includes understanding and documenting business processes, reporting and analysis of data, working on projects, improving business processes using available tools, and more.

Essential Functions and Responsibilities

• Assist the assigned department with technical issues.
• Complete tasks as assigned by leadership.
• Help streamline business processes using new or current technology.
• Document business processes, review inefficiencies, and recommend improvements to the supervisor.
• Learn University systems and data sets to accurately extract information.
• Adhere to Liberty University policies and represent the University professionally.
• Work effectively as a team member, embracing LU’s Christian model and mission.
• Receive, prioritize, document, and resolve end‑user computer‑related help requests.
• Maintain repair metrics at required levels.
• Audit workflow of repaired computers and escalate as necessary.
• Enforce HelpDesk standards and procedures.
• Follow internal documentation and knowledge‑base articles.
• Diagnose and repair hardware/software issues.
• Coordinate with other IT departments to ensure issues are resolved.
• Utilize the help request system to document work and customer interaction.

Qualifications and Credentials

• Working toward a Bachelor’s degree in Computer Science, Information Systems, or a related field (preferred).
• Previous experience installing and troubleshooting computer hardware and software.
• Proficiency with Microsoft Office and standard office technologies.
• Strong attention to accuracy and detail.
• Consistent and exceptional customer service skills.
• Reliability and punctuality for scheduled hours.
• Commitment to protecting the integrity of Liberty’s IT systems and adhering to security policies.
• Ability to obtain job‑specific certifications such as Vendor Hardware Repair (Dell, HP, Lenovo, Apple) and CompTIA ITF+ or A+.
• Ability to obtain LU‑approved driver certification (must be 21 years of age, hold a valid driver’s license with at least five years of documented driving history, and maintain a clean driving record).

Abilities and Competencies

• Effective verbal and written communication; proficiency in English for professional correspondence.
• Strong interpersonal and public communication skills.
• Excellent organizational abilities.
• Analytical and critical thinking; ability to assess situations, evaluate information, and solve routine and complex problems.
• 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

• On‑campus work environment with remote‑capable options.
• May require travel using personal or LU vehicle; must provide a valid driver’s license, acceptable DMV record, LU Driving Approval, and liability insurance.

Schedule

Full‑time.

Pay

Compensation is determined based on qualifications, experience, education, skills, certifications, and market conditions. The pay range for this position is $12.77 – $19.23.

Benefits

• Health insurance.
• Retirement plans.
• Tuition assistance.