IT Help Desk- Paid Intern

2 weeks ago


Prescott, United States Canyon Aeroconnect Full time
Job DescriptionJob DescriptionSalary: 17.00

This position is a paid Internship and requires the candidate to currently be enrolled in a college or university. 


This position requires that the candidate work onsite at our facility in Prescott, AZ and is not eligible for remote work.


Role purpose (position scope):

Intern works together with the IT team resolving technical problems and answers queries by telephone in support of internal and/or external customer computer hardware, software ,network and telecommunications systems.  Responsible for acting as an escalation point for advanced or difficult help desk requests, working and managing IT projects for internal customers.

 

 

Key Responsibilities:

  • Provide on-site support services to user base
  • Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. 
  • Maintains and updates records and tracking databases. 
  • Alerts management to recurring problems and patterns of problems.
  • Recording, tracking, and documenting the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to final resolution
  • Applying diagnostic utilities to aid in troubleshooting
  • Accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
  • Performing hands-on fixes at the desktop and server level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Escalating problems (when required) to the appropriate personnel
  • Testing fixes to ensure problem has been adequately resolved
  • Developing help sheets and FAQ lists for end users
  • Collaborating with escalation points to manage end-user expectations
  • Creating and maintaining documentation for common procedures and processes
  • Provide basic application training when necessary.
  • Assisting in IT projects such as server and mass desktop deployments
  • Comply and uphold Canyon AeroConnect SHE policies and standards.
  • Comply with the Canyon AeroConnect Code of Business Conduct and Ethics
  • Other duties as assigned by manager

 

 

Core Competencies:

Experience with:

  • Microsoft Office 2016
  • Microsoft Windows 10/11
  • Microsoft Server  2012 Onwards
  • Microsoft Exchange 2019 Administration
  • Networking (Switches, Vlans)
  • Microsoft Active Directory & Group Policy
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Knowledge of TCP/IP networking concepts, LAN and WAN topologies.
  • Familiarity with Virtual Hypervisors including VMWare vSphere

 

  • LEVEL MINIMUM EDUCATION & EXPERIENCE - High School diploma (or equivalent) and 4 years of related experience, or Two-Year Degree and no experience.
    • Certificates in the following are a plus: Network+, MCSA, MCSE, A+, VCP, CCNA
    • Managed Service Provider experience, preferred
    • Cisco, Sonicwall, and VMware experience or certification, preferred

 


Supervisory Responsibilities:

           No direct reports


Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Tasks involve light physical effort in sedentary to light work; may involve some lifting, carrying, pushing and/or pulling of objects or materials (5 – 10 lbs)
  • Tasks may involve extended periods of time at a keyboard or work station.

 

Work Environment:

  • The work environment characteristics described here 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.
  • While performing the aforementioned job duties, the employee mainly works in an office setting; that is relatively quiet and has temperature control systems.


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