Intern

About the role

This position is responsible for providing technology support for employees’ desktops and laptops, hardware, and software.

Responsibilities

• Provide technology support for helpdesk requests, documenting each request in the helpdesk tracking system.
• Determine whether problems are caused by hardware or software; resolve requests immediately with the end-users.
• Evaluate each help request to determine appropriate response and referral; prioritize each request; and escalate requests based on priority.
• Communicate with end-users regarding call status and follow-up.
• Install, configure, diagnose, repair, maintain, and upgrade hardware and related software while ensuring optimal workstation performance.
• Coordinate computer warranty issues with third-party vendors, notify vendors of necessary repairs/parts, and maintain accurate records of requests.
• Document all pertinent end-user information and nature of the problem via the problem tracking system.
• Record, track, and document the helpdesk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform on-site analysis and resolution of desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users.

Requirements

• Be enrolled in a technology degree program with a 2 or 4-year institution.
• Windows 11 and Microsoft Office Suite knowledge preferred.
• Some experience utilizing a variety of computer hardware, software, and networking preferred.
• Computer troubleshooting, analysis, critical thinking, and problem-solving skills.
• Ability to learn multiple programs and systems.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Ability to manage multiple priorities.
• Exceptional time management and organization skills.
• Excellent interpersonal, phone, writing, and customer support skills.
• Minimum 15 hours/week (20 hours/week preferred).
• 12 months of availability (minimum) for internship prior to graduation.
• Earliest graduation date: December 2027 (or later).