IT Professional Assistant

High school diploma or equivalent

• 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 to meet with clients in buildings that are geographically near each other and the individual's primary office

• Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned.
• Provide support for desktop and laptop computers (Windows, Mac), including security, networking, peripherals, hardware, and software in accordance with our standard service levels.
• Develop and deploy desktop computer images.
• Serve as a DNL (departmental network liaison) and maintain DHCP entries. Troubleshoot wired and wireless networking on an as-needed basis.
• Provide front-line support for technology-enhanced classrooms, computer labs, and videoconferencing.
• Provide support for unit-specific software.
• Train and develop technical skills; become familiar with Franklin OIT standards and policies

• Use a ticketing system to manage time and track requests; this position will participate in a college-level helpdesk.
• Develop documentation, presentations, and training materials for clients and other audiences. Provide training.
• Participate in the helpdesk telephone and messaging systems as part of a call center.
• Consult with faculty and staff and recommend appropriate IT solutions; educate clients about information security risks and keep them informed about policies and practices in IT.
• Maintain positive working relationships with clients and colleagues and navigate complex situations or interactions.
• Assist with planning and problem solving; explore alternatives and recommend solutions.

• Contribute to development of standards and best practices, collaborate with colleagues in Franklin OIT, and participate in OIT projects.
• Work with team members across Franklin to address coverage gaps
• Help manage equipment life cycles, explore emerging technologies, and recommend solutions that may help improve efficiency and effectiveness. Gather quotes as needed and interact with vendors for support.
• Participate in IT meetings at the department, college, and/or institutional level.

• Other duties as assigned.