IT Internship – Help Desk

The IT Help Desk Internship position has primary responsibility for the support of all end user computing related devices. Support includes end user devices such as Desktops, Laptops, Tablet PC’s, thin clients, warehouse printers, scanners, etc.

WHY MASON?:

We are a family-owned business committed to cultivating thriving relationships. These relationships generate growth, opportunity and value for our customers, employees, and community. We welcome all individuals, regardless of gender, race, religion, age, disability, sexual orientation, national origin, identity and experience, to be part of our family.

Grow your skillset with a collaborative team in a fun environment.

Primary Duties And Responsibilities

The below listing of essential functions is not an inclusive listing of all duties that may be requested to be performed by supervisor or manager.

• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
• Responsible for fixing PC related hardware issues.
• Records required customer and problem information and ensures tickets are created for the incident
• Elevates complex and/or high priority problems to the appropriate support groups for resolution
• Responsible for installing physical end devices of all types related to I.T.
• Ability to troubleshoot hardware/software related problems with computer systems; make repairs and corrections where required.
• Relate successfully with employees cultural, social or educational backgrounds.

PERIODIC OR SECONDARY DUTIES AND RESPONSIBILITIES:

• Setup of user accounts for several different systems in a secure environment
• Full desktop management using tools like SCCM.
• Additional assistance with other technologies as required

The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required to be performed.

Knowledge, Skills, Abilities

• Working knowledge of personal computer hardware and software
• Ability to prioritize and handle multiple tasks simultaneously
• Strong interpersonal skills
• Customer relations / service skills
• Strong Microsoft Windows skillset
• Asset tracking of computer hardware
• Excellent written and verbal skills
• Competent with Microsoft Office
• Basic Network Troubleshooting
• Remote User Support understanding of common VPN issues

EDUCATION And/or EXPERIENCE

• High School diploma, or equivalent.
• Actively enrolled as a student in an Information Systems certificate/diploma/degree program
• 1+ year of experience with PC support, or related IS discipline.
• Must have a good understanding of Microsoft Windows Systems.
• Ability to work as a member of a team.
• Knowledge of Virtual Desktop technology.
• Understanding of desktop/laptop hardware.
• Printer repair experience.
• Excellent professional and organizational skills.
• Strong customer service attitude.
• Ability to travel to various business locations.
• May require the ability to work evening hours and/or weekends.

Work Environment

• The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• The physical demands described 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.
• Work is generally sedentary, with no specific need for physical coordination or effort. The employee is regularly required to talk or hear. This role routinely uses standard office equipment such as computers, phones, printers, etc. May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities.
• Some travel may be required.

Work Environment

• The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Tasks do not expose employee to physically unpleasant or hazardous conditions.

Training/Orientation

A training development plan will be created and customized to the individual based on experience and skills.

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