IT Professional Assistant

• On-campus, Monday - Friday, 40 hours per week
• Some evenings, weekends, or holidays may be required for on-call assistance and to meet project deadlines.

• BA or BS preferred or equivalent work experience.
• Relevant certifications desired.
• All team members are expected to be HDI support Center Analyst certified.
• Franklin OIT arranges for all new hires who are not certified to attend HDI SCA training and funds one certification exam attempt.

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.

Technical

• Basic knowledge of wired and wireless networking (or TCP/IP)
• Familiarity with common productivity and security applications

Dependability

• 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

Productivity

• 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

Relationships

• 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

Teamwork

• 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
• Be receptive to training, coaching, and development from team members
• Complete assigned tasks for workflows and processes within assigned team and/or services

Strategic Planning

• 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

• This position spends long periods of time sitting/standing at a desk

• Lift and move computer equipment independently or with assistance from colleagues

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

This position will perform the following tasks at the assistant level; this position will consult with his/her/their supervisor and other colleagues as necessary to complete these tasks:

• 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.
• Perform some server-side tasks in collaboration with senior colleagues.
• Serve as a DNL (domain network liaison) and keep DHCP entries up to date. 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 his/her time and track requests; this position will participate in a college level help desk

• Develop documentation, presentations, and training materials for clients and other audiences. Provide training on an as needed basis.

• Consult with faculty and staff and recommend appropriate IT solutions; keep faculty and staff informed about policies and practices in IT.

• 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 OIT 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.