IT Professional Assistant

Posting Number: S14489P

Working Title: IT Professional Assistant

Department: Franklin-Deans OIT

Classification

Title:

IT Support Technician I

FLSA: Non-Exempt

FTE: 1.00

Minimum Qualifications: High school diploma or equivalent

This position will utilize industry standard tools to deliver high quality proactive support to desktops, laptops, computer labs, and technology-enhanced classrooms, meeting and anticipating the needs of faculty and staff within supported units. The ideal candidate for this position is prepared to work as part of a team to meet the support needs of faculty and staff within Franklin College. This position is also responsible for developing and maintaining relationships with supported faculty and staff and working with senior team members to manage these relationships.

• Basic problem-solving and troubleshooting skills
• Experience with standard desktop and laptop computers, peripherals, and operating systems
• Basic knowledge of TCP/IP wired and wireless networking
• Familiarity with common productivity and security applications

• Build trust and respect, utilizes university resources responsibly, maintains a strong work ethic, and provides continuous and all-encompassing excellence in service
• Meet agreed upon objectives and tasks for supported services
• Complete routine requests in a timely manner
• Create a seamless experience for clients
• Perform at a consistently high standard
• Participate in an annual performance development process
• Use data and critical thinking to make well-judged decisions that enhance processes
• Reliably and dependably participate regularly in helpdesk operations, M-F 8AM-5PM

• Set and meet realistic goals
• Effectively manage time and stay on-task
• Document interactions with clients/colleagues and routine tasks in a ticketing system
• Maintain productivity by collaborating with team members as appropriate
• Proficiency in finding and applying knowledge and demonstrates learning agility to adapt to new information and situations
• Actively share and contribute insights with colleagues, leverages and contributes to university knowledge to support institutional goals

• Communicates effectively through active listening, conflict management, and through verbal and written methods
• Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers
• Promote positive morale and serve as a positive representative of Franklin OIT
• Attend department and college activities
• Serve as an example for colleagues
• Demonstrate professionalism and clarity in written and verbal communications
• Demonstrate active listening skills to effectively understand and address concerns, utilize conflict management techniques to resolve disputes

• Learn and share knowledge by finding and applying relevant information, being agile in learning, shares and contributes back to the organization, and builds university knowledge
• Serves others through cooperation, teamwork, and being service-oriented
• Demonstrate personal accountability and avoid blaming others
• Participate in the usage and implementation of college wide tools and standards
• Contribute to the development and support of services which have a college wide scope
• Be available and proactive in assisting co-workers and clients during the work day
• Participate in a college-wide call center; provide assistance over the phone to clients across the college
• Be receptive to training, coaching, and development from team members
• Complete assigned tasks for workflows and processes within assigned team and/or services
• Commitment to cooperation and teamwork, working collaboratively with colleagues to achieve common goals
• Maintain a service orientation by prioritizing the needs of others and delivering exceptional support

• Make sound decisions including critical thinking, sound judgement and choices, continually strives to improve processes in a strategic direction
• Demonstrate initiative in planning and organizing work within scope
• Participate in decision making and problem solving at the assistant level
• Demonstrate alignment with Franklin OIT policies, and priorities
• Provide feedback on standards and consult best practices
• Engage with other colleagues and management to explore new technology, recommend alternative solutions, and provide feedback on strategic vision
• Demonstrate a commitment to inclusive excellence, foster trust and respect, effectively utilize institution resources, and exhibit a strong work ethic

• This position spends long periods of time sitting/standing at a desk and working on a computer
• This position will lift and move technology-related equipment and furniture of various shapes and sizes independently or with assistance from colleagues periodically
• This position will bend, squat, reach overhead, and climb ladders to access, disassemble, and/or install equipment periodically
• This position involves walking…