Engineering Intern - Provo, UT

Overview

The Desktop Support Engineer II provides advanced technical support for hardware, software, and network‑related issues in an enterprise environment. This role ensures minimal downtime, optimal end‑user experience, and efficient operation of desktop systems. The engineer serves as an escalation point for Level I support and contributes to the deployment, maintenance, and improvement of IT systems and services.

Essential Duties and Responsibilities

• Advanced Technical Support: Troubleshoot and resolve complex technical issues escalated from Level 1 support for hardware, software, and network problems.
• System Maintenance: Deploy, configure, and maintain desktop hardware, operating systems, and software applications.
• User Management: Support and manage user accounts, including rights, security, and system groups, using Active Directory.
• Incident Resolution: Manage and track incidents and service requests in a ticketing system and document resolutions.
• Mentorship: Assist and mentor junior support staff in resolving complex issues and adhering to best practices.
• IT Project Contribution: Participate in IT projects, providing technical expertise and contributing to system improvements.
• Customer Service: Provide proactive, high‑quality customer service to users, managing multiple tasks and issues under pressure.

Knowledge, Skills, and Abilities

• Proficiency with Microsoft Office, Windows operating systems, Office 365, computer hardware, phones, and printers.
• Effective interpersonal skills for working with internal and external customers.
• Strong verbal and written communication to collaborate with co‑workers and resolve IT equipment problems.

Education / Experience Requirements

Associate's degree and three years related experience and/or training; or an equivalent combination of education, certifications, and experience.

Other Qualifications

• Language Skills: Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; and speak effectively before groups of customers or employees.
• Mathematical Skills: Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals; compute rates, ratios, percentages; and draw and interpret bar graphs.
• Reasoning Ability: Ability to apply common‑sense understanding to carry out written, oral, or diagram instructions; and to solve problems involving several concrete variables in standardized situations.

Physical Demands and Work Environment

• Occasionally required to stand, walk, sit, reach with hands and arms, stoop, kneel, crouch, crawl, climb or balance, and lift up to 35 pounds.
• Regularly required to sit and use hands to finger, handle, or feel.
• Frequently required to talk or listen.
• Works in moderate noise levels.
• Travel up to 10 %.