Help Desk Intern

US-Miami
Job ID
2018-1768
Category
Corporate

Mission

POSITION SUMMARY:   

The primary responsibility of the Help Desk Intern is to act as first point of contact for internal customers. Responsible for assisting with IT related incidents or requests. Ensures tickets are created and information are entered accurately into the Help Desk Ticketing System. Evaluate user problems and attempts to provide immediate resolution. Escalate issue to appropriate ITS team as necessary. Responsible for maintaining a high level of customer service.

 

Overall, the candidate must combine both IT skills with excellent people skills.  The ability to work with all staff levels on both technical and training requirements is essential to job success.

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Log the call, email or web inquiry into a ticket management system and classify the ticket according to identified standard severity classifications
  • Install, configure and troubleshoot hardware, software and configuration issues related to desktop and laptop operating systems, wireless and wired networking, applications, printers and peripherals.
  • Create and deploy workstation images from scratch.
  • Resolve end user issues related to desktop and laptop operating systems.
  • Document and track all work orders in the Help Desk ticketing system to assure quality service.
  • Create and maintain documentation that assists end users resolve common help requests issues.
  • Provide primary Help Desk phone and email coverage.
  • Other duties as assigned

 

Requirements

KNOWLEDGE, SKILLS & ABILITIES:

  • Demonstrated skills supporting Windows Clients
  • Microsoft Office Support
  • Ability to install/build desktop hardware using image and non-image solutions
  • Proven success troubleshooting and resolving hardware, software, and end-user issues in a timely and satisfactory manner
  • Demonstrated skills supporting PC desktop and laptop hardware, including using Remote Desktop
  • Practical knowledge of TCP/IP, DNS and Internetworking Technology, including Wireless technology
  • Outstanding customer service skills
  • Ability to interact with all levels of staff including senior management
  • Able to work independently and as part of a team
  • Strong organizational and time management skills
  • Strong attention to detail



EDUCATION and/or EXPERIENCE:

The ideal candidate will possess a combination of the following education and/or equivalent experience:

  • Coursework in the field of computer sciences

 

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports.

 

 

PHYSICAL DEMANDS & WORK ENVIRONMENT:                       

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to stand, sit, walk, and reach with hands and arms, and talk or hear. Must be able to lift 40 lbs.

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