IT Help Desk Intern

About the Role

The Help Desk Intern provides first-line technical support to employees by troubleshooting computer systems, software applications, and related technology through phone, email, or in-person assistance. This role requires strong customer service skills, critical thinking, and the ability to ask targeted questions to identify issues and deliver effective solutions promptly.

Responsibilities

• IT Help Desk First Level Support
  • Perform first-level technical support of enterprise applications through analysis, review, and enhancements to increase operating efficiency or adapt to new requirements.
  • Assist in identifying, researching, and resolving technical incidents and problems to minimize disruption to the user's business operation.
  • Assist in documentation of resolutions for knowledge capture and management.
  • Assist in analyzing and responding to telephone calls, emails, and personnel requests for technical support.
  • Assist in developing and maintaining positive customer relations and satisfaction through quality inquiry and understanding of the customer’s needs.
  • Assist in providing basic training on standard hardware and District software applications for end-users.
  • Apply methodology for all assignments and end-user interaction.
• Work Order Creation and Dispatching
  • Ensure accurate interpretation and recording of information into the Help Desk tracking system and efficiently dispatch and route Help Desk tickets.
  • Assist in collecting and evaluating information by listening and asking customers questions to determine staff resources, technical support level, priority levels, and dispatch criteria.
  • Assist in entering information into the Help Desk tracking system, as well as ensuring Help Desk tickets are efficiently dispatched and routed.
  • Assist in scheduling internal staff resources as well as Outsourcer Technician activities. Ensure that the Help Desk Service Level Agreement is being adhered to.
  • Assist in performing and coordinating documentation, tracking, escalating, and monitoring service requests to ensure a timely resolution.
• IT Hardware and Software Asset Management, Procurement, and Deployment
  • Support the maintenance of inventory data from software and hardware acquisitions and deployments.
  • Assist in researching the procurement of new technology.
  • Assist in accurately recording inventory data and documentation for deployment of hardware and software.
  • Assist in the basic training of standard hardware and District software applications for end-users.
  • Run customized reports and analyze as needed.
  • Navigate, execute, input, edit, obtain, maintain, and/or generate information from Help Desk software applications.
• IT Desktop Support
  • Provide technical support for end-user computer equipment.
  • Perform installation, implementation, testing, and maintenance of end-user computer equipment and software.
  • Provide basic installation and maintenance of desktop peripherals including printers, scanners, and other miscellaneous equipment.
  • Image desktops and laptops.
  • Assist in hardware and enterprise application rollouts.

Requirements

• Education
  • Candidate must be currently enrolled in school or must have graduated within 24 months from the date of application.
  • Declared Majors: Computer Science, Information Technology, or a related field of study.
  • Degree Program Levels:
    • Associate Degree
    • Bachelor Degree (Freshman - Senior)
    • Master/Doctoral Degree
• Candidate must be able to commit to a fixed-term assignment of 12 months with an option to extend at NEORSD’s discretion.
• Candidate must possess a valid driver's license with a driving record in accordance with the District's acceptable guidelines.

Pay

• Undergraduate: $19.82 per hour
• Graduate: $21.85 per hour

Benefits

• Comprehensive employee benefits package including:
  • Health Insurance Coverage
  • Various Retirement Planning Options (Ohio Public Employee Retirement System and Deferred Compensation Plans)
  • Flexible Spending Accounts
  • Employee Assistance Program
  • Free Parking at facilities
  • Corporate Discounts
• Active Health & Wellness Program that promotes a life/work balance.
• Hybrid work eligibility may be discussed during the interview process.