It Professional Assoc

IT PROFESSIONAL ASSOC Position Summary

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 is prepared to work as part of a team to meet the support needs of faculty and staff within Franklin College, develop and maintain relationships with supported faculty and staff, and work 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
• Contributions and assistance with designing new and reviewing current technical processes

• 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
• Work with team members to address gaps in coverage with supervisor input

• 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, leveraging and contributing to university knowledge to support institutional goals
• With supervisor input, work with the team to help identify ways to improve processes and productivity

• 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
• Interact and build relationships with departmental leadership under the tutoring of your supervisor

• 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
• With supervisor oversight, evaluate and propose new ideas to improve teamwork and overall cohesive work efforts

• 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
• Plan and promote ideas for operational improvements that meet the target strategy of the organization…