End User Support Intern

Overall Purpose of the Role:

The IT End User Support Technician role is responsible to learn and develop the skills required for the quick diagnosis and resolution for a wide variety of PC, Phone, Software and Network issues, both in person and over the phone. This role will provide support to all levels of employees and the daily management of Incident / Request Queue including prioritizing workloads to ensure issues are being handled within SLA’s.

Key Responsibilities:

• Prioritize and act on end user support issues and keeping each updated with status
• Hardware and Software troubleshooting and problem resolution (Windows 10 / MacOS a Plus)
• Imaging of new hardware
• Phone provisioning
• New Hire / Termination Process
• Follow correct Asset / Inventory Management Procedures
• Develop / Update required written support documentation (user and technician facing)

Required Skills and Knowledge:

• Basic understanding for Windows Operating system and associated Microsoft Applications.
• Understanding of Active Directory
• Understanding of Mobile Device Management Tools 
• Experience with M365 licenses and applications
• Basic understanding of TCP/IP networking concepts and troubleshooting techniques

Required Competencies:

• Time Management
• Ability to handle multiple priorities as once
• Excellent Customer Service Skills
• Excellent Communication Skills, must be clear and effective in both written and verbal communications

Required Qualifications:

Required Work Experience:

• Enrolled in a Computer Science/ Information Tech program or performing end user support in a Microsoft Windows environment.
• Client service, organizational and interpersonal skills

• Able to lift and move up to 50lbs in performing daily duties

Required Language:

• English

Travel/Rotation Requirements:

• Occasional Travel
• Occasional off hours / weekends as necessary