EUD Desktop Support Technician (Intern)

Responsibilities

• Assist in documenting incidents with detailed break-fix steps and resolutions in the Service Now ticket tracking system.
• Deliver advanced customer service and support, embodying the organization's commitment to excellence.
• Communicate with high-profile customers in a professional and courteous manner, fostering positive relationships.
• Support the installation, upgrades, and configuration of customer-specific hardware and software under the guidance of senior technicians.
• Accept warm transfers from other technicians to continue remote support, enhancing your collaboration skills.
• Perform troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
• Provide both remote and on-site troubleshooting for hardware and software support, gaining valuable technical expertise.
• Learn to troubleshoot and support Macintosh operating systems, Windows operating systems, advanced MS Office product issues, and other IT challenges.
• Assist in upgrading software components as required to keep systems current and secure.
• Provide customers with network technical support, learning about connectivity and network-related issues.
• Help instruct customers and support staff in the use of equipment and software, improving their operational efficiency.
• Develop the ability to complete multiple simultaneous projects in a timely manner, honing your organizational skills.
• Interface with infrastructure, Network Operations, database, and development personnel to gain a comprehensive understanding of IT operations.
• Perform other duties as requested within the scope of work, allowing you to explore various facets of IT support.

Qualifications

• Clearance Required: US Department of Defense (DOD) issued Interim Secret Clearance
• Demonstrates a strong customer service orientation.
• Possesses proven analytical and problem-solving skills.
• Capable of effectively prioritizing and executing tasks in a fast-paced environment.
• Exhibits good written, verbal, and interpersonal communication abilities.
• Able to conduct research on PC and software issues and products as needed.
• Skilled at presenting ideas in a business-friendly and user-friendly manner.
• Highly self-motivated and proactive in completing tasks.
• Maintains keen attention to detail.
• Team-oriented and experienced in collaborating within a group setting.