IT Intern Help Desk

About the role

The Help Desk's role is to provide technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. Helpdesk support works with the IT team, often interacting with systems and users across the company.

Responsibilities

• Responsible for the first line of technical support for all credit union-supported hardware and software
• Ensures printers, workstations, and desktop software are maintained and upgraded with the latest patches while performing system troubleshooting
• Responsible for onboarding new users to Active Directory, emails in Office 365, and creating login in different applications
• Responsible for deactivating users who have been terminated from the network and different applications
• Ensures all calls are logged and detailed in the incident Management ticketing system
• Monitor Service Desk incident queue, providing the appropriate categorization and responding within SLA
• Assist Virtual desktop Admin and Server admin with their projects
• Direct unresolved issues to next-level support
• Create and improve procedures by writing and maintaining documentation
• Understand and comply with security support policies and procedures
• Willing to learn new technologies
• Be available for Saturday Rotational On-call

Qualifications

High school education, participating in Houston Community College Co-op Program

Skills

• Proficient knowledge of Microsoft Windows 10
• Basic knowledge of Office 365
• Experience with Microsoft Office
• Basic knowledge of Active Directory
• Problem-solving capabilities
• Knowledge of the principles, methods, and techniques used in PC support
• Good Phone and customer service skills
• Ability to communicate orally and written in a professional manner
• Able to document project and other processes
• Ability to apply technical standards, principles, theories and techniques
• Handles highly confidential information/material
• Able to organize, coordinate, and direct projects
• Must be able to work independently and as a team member
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues

Work Environment

Perform primarily sedentary work with limited physical exertion and occasional lifting up to 5 lbs. Must be capable of climbing/descending stairs in emergencies. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Schedule

Position hours are from 9-2