JOB TITLE: IT HELP DESK APPRENTICE

JOB CODE: 01600

SERIES NATURE OF WORK: The Information Technology (IT) Technical Support series describes work in the support of technical issues related to the use of Commonwealth IT devices, systems, and services.

DEFINITION: This is entry-level training work in a 12-month structured apprenticeship program that combines classroom and on-the-job training. The Apprentice Program is designed to develop an understanding and competence in supporting enterprise IT services and user needs with hardware devices, software tools, and connectivity issues. An employee initially performs a limited range of duties with instructions to include setting up workstation devices, installing operating systems and software tools, creating and verifying user accounts and credentials, monitoring inventory and assets, and troubleshooting routine user issues. Work assignments increase in scope and complexity and are performed with greater independence as learning progresses and technical proficiency is attained. Work assignments are reviewed in progress and upon completion for competence, understanding, and adherence to established guidelines.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Attends classroom and on-the-job training sessions and develops knowledge and technical skills in the Apprentice Program competencies.

• Observes, receives instructions from, and assists higher-level IT technicians on a wide range of user needs regarding IT devices, software tools, and support services.

• Participates in setting up desktop, laptop, and peripheral devices for employee workstations.

• Participates in preliminary assessment of hardware, peripheral devices, software, permissions, and asset management needs in preparation for new users, user relocations, or new asset deployments.

• Participates in installing and updating operating systems, software tools, and printers on the network or users' desktops, laptops, and devices; and setting or disabling appropriate access controls and authorities.

• Participates in setting up email accounts, identifications, and passwords based on storage parameters and permission guidelines.

• Participates in establishing secure external connections to the network or desktops using secure remote access technology.

• Troubleshoots user issues using established guidelines and escalates non-routine or unfamiliar issues to higher-level technician for follow-up.

• Participates in reviewing and assigning the priority of tickets based on business need, urgency, and user.

• Participates in modifying user and group accounts in active directories.

• Participates in maintaining directories, licenses, and data repositories.

• Runs and reviews reports on user software history and out-of-date applications requiring updates or patches.

• Utilizes all systems to track and maintain IT assets and inventory.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the component parts of a personal computer.

• Knowledge of peripheral hardware devices such as printers, modems, and scanners, and their associated functionality.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Ability to establish and maintain effective working relationships.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• A high-school diploma or a General Education Development (GED) degree.