IT HELP DESK INTERN

**FLEXIBLE HOURS** WE WILL WORK WITH YOUR SCHOOL SCHEDULE

Job Summary

The IT Help Desk Intern will assist the IT department with project-based work, focusing on the setup and deployment of laptop computers for both new and existing employees. This role provides an excellent opportunity to gain hands-on experience in a dynamic IT environment, contributing to the organization's operational efficiency. The intern will work closely with IT staff to ensure seamless technology transitions and resolve hardware and software issues during the setup process.

Essential Functions, Duties, and Responsibilities

• First-Level Support: Serve as a contact for internal customers, offering friendly and professional assistance. Ensure a positive customer service experience.
• Ticket Processing: Process support requests to ensure prompt and efficient processing. Prioritize and categorize tickets based on urgency and impact.
• Issue Resolution: Resolve support requests promptly. Escalate complex problems to IT team members, providing detailed information for a seamless handoff.
• Document all support requests in the IT Ticket System, including problem descriptions, troubleshooting steps taken, and resolutions. Maintain accurate and detailed records.
• Progress Tracking: Work in the ticket queue, providing continuous status updates and electronic progress notes. Keep end-users informed about the status of their requests and expected resolution times.
• Multichannel Support: Respond to end-user issues through various communication channels, including phone, ticket system, email, and chat. Maintain effective communication and provide clear instructions.
• Documentation Utilization: Follow and interpret technical documentation, manuals, and knowledge base articles to resolve common hardware and software issues.
• Hardware provisioning: Coordinate and assist with provisioning and physical delivery of hardware and systems.
• Hardware and Software Troubleshooting: Use your technical knowledge to troubleshoot and resolve basic hardware and software issues end-users face in person, by phone, and remotely. Provide clear and concise instructions for issue resolution.
• Hardware and Software Diagnosis: Systematically troubleshoot hardware and software issues, diagnose the root causes, and implement appropriate solutions. Identify recurring problems and work to prevent them.
• Projects and improvements: Participate in IT-related improvements and new systems.

Educational and Experience Requirements

• Experience as a help desk technician or other customer support role preferred
• High school diploma required; higher education preferred
• A minimum of 2 certifications required; Comp TIA A+ preferred
• Proficient in the use of Windows OS and related software applications

Knowledge, Skills, and Abilities

• Experience with Windows OS and Microsoft Office applications
• Good understanding of computer systems, mobile devices, AV, and other technology
• Basic understanding of IOS and Android Mobile Devices to provide technical support
• Proficiency in English
• Excellent verbal and written communication skills
• Active listening skills to understand user issues and concerns.
• Customer-oriented and cool-tempered
• Ability to follow detailed instructions and communicate clearly
• Analytical and troubleshooting skills
• Ability to interpret, apply, and execute based on precedents, policies, and procedures
• Compliance with quality and safety policies and procedures
• Confidentiality and discretion when working with sensitive information
• Ensure security and appropriate handling of protected data

Skill Requirements

• Typing/computer keyboard
• Utilize computer software (specified above)
• Retrieve and compile information
• Maintain records/logs
• Verify data and information
• Organize and prioritize information/tasks
• Operate office equipment
• Verbal communication
• Written communication
• Research, analyze and interpret information
• Investigate, evaluate, recommend action
• Basic mathematical concepts (e.g. add, subtract)

Physical Requirements

• Sitting for extended periods
• Standing for extended periods
• Extended periods viewing computer screen
• Walking
• Reading
• Speaking
• Hear/Listen
• Maintain regular, punctual attendance
• Lifting/carrying up to 20 pounds
• Repetitive motions
• Pushing/Pulling
• Bending/Stooping
• Reaching/Grasping
• Writing

Hazards

• Normal office environment
• Electrical current

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.