IT Internship (Part Time, Fall 2026 semester & beyond)

Responsibilities

• Professionally manage help desk calls and take the necessary action to resolve customer’s IT needs.
• Work with customers in a courteous and professional manner.
• Provide first level support in incident resolution by referencing knowledge base of solutions, workarounds and processes.
• Populate knowledge base with new solutions and new diagnostic procedures with the goal to continually improve first call resolution capabilities.
• Escalate urgent and high incident calls to second or third level support as necessary through established processes.
• Maintain and track all open incidents and requests until resolved.
• Provide regular status feedback to users on unresolved incidents.
• Work closely with other IT personnel within Libbey to solve customer issues.
• Provide hardware support including; installation, configuration, and support of desktop and laptop computers, printers, and monitors.
• Provide software support including installation, configuration and support of desktop and laptop standard images, Microsoft applications, and other applications running from personal computers.
• Develop and maintain appropriate support documentation.
• Provide honest analyses and apply logic and methods to solve problems with effective and creative solutions.
• Special IT projects as assigned.

Requirements & Qualifications

• A High School Diploma or equivalent required.
• Currently enrolled in a collegiate degree program (Associates or Bachelor's) with a preferred focus in Information Technology, Management Information systems or Computer Science.
• Must be able to work onsite, up to 20 hours/week.
• General knowledge of Microsoft Windows and Office Suite.
• Ability to maintain the highest level of confidentiality at all times.
• Strong interpersonal skills with the ability to communicate (both verbally and in writing) with various individuals across multiple areas and levels within the organization.
• Possess attentive and active listening skills and is dedicated to meeting the expectations and requirements of internal customers.
• Ability to learn in a fast-paced environment and is committed to continuous improvement through new challenges and learning opportunities.

Competencies for Success

• Take Control: ask for the direction and support you need to attain mastery of your objectives and ownership of your professional development.
• Be Engaged & Committed: lean in to learn, engage, and contribute, resulting in increased performance and personal satisfaction from your work.
• Be Accountable: hold yourself responsible for achieving your goals and successfully executing against the organization's initiatives.
• Continuous Improvement Mindset: Act with curiosity, proactively identifying and implementing changes to enhance work processes and outcomes. Consistently seek opportunities to improve efficiency, quality, and overall effectiveness.