IT Intern *Current TCAT Students Only*

BASIC PURPOSE OF THE JOB

Aid with help desk calls, scheduling, and tickets. Provide basic end-user support to minimize customer service delays for basic technical issues. Perform computer imaging, staging, and installation under IT staff guidance. Maintain IT standards and documentation.

Duties And Responsibilities

• Support and resolve basic hardware, network, software, and application problems.
• Evaluate and escalate calls based on urgency, complexity, and organizational impact.
• Record all user inquiries from initial call to incident resolution using the services desk system.
• Maintain a secure, clean computer environment and follow shift turnover procedures.
• Provide excellent customer service and develop client relationships through follow-up and contacts.
• Create and expand the knowledge database through documentation of day-to-day problems.
• Recommend or add to and update procedural and resolution information within the help desk software.
• Use software and hardware pertinent to detecting and resolving desktop computers and network problems.
• Adhere to established department and organizational security policies.
• Perform preventative maintenance as specified by the device manufacturer’s standards.
• Ensure all housekeeping and maintenance functions are performed in a timely and scheduled manner.
• Communicate effectively with other shifts to ensure a smooth shift transition.
• Reset user’s passwords while following ETCH standards for strong passwords.

Physical Requirements

• Medium lifting, pushing, and pulling of up to 50 lbs occasionally, 10-20 lbs frequently, and 10 lbs constantly to move objects.
• Frequent bending, walking, sitting, squatting, reaching, and standing.
• Keyboard/computer use and/or repetitive motions may be required.