Help Desk Analyst Intern

Zippo Manufacturing Company•Bradford, PA

2d•Onsite

About The Position

Help Desk Analyst Intern PRIMARY DUTIES: Conduct computer diagnostics to independently investigate and troubleshoot applications, operating systems, and peripherals. Support the application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software, of system functional specifications. Provide remote phone support and resolution of problems pertaining to user PCs, laptops, scanners, printers, copiers, and devices. Perform a full range of complex installation, configuration, maintenance, and support of hardware and software. Ensure prompt response and escalation for all system outages/issues, providing updates to management and end users. Manage Active Directory including but not limited to user creation, deletion, permissions, and password resets. Configuration of new computers and applications for deployment. Support productivity applications such as Microsoft Office, Adobe, etc. Facilitate troubleshooting by representing the company while working with third party vendors. Provide excellent customer service and resolve problems to the end user’s satisfaction and complete daily requests in a prioritized manner. Document status, changes made, and appropriate notes in the help desk support system for future reference. Confer with users and IT personnel to develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently. Train users in learning new company-provided applications and assist in problem-solving for applications issues. Maintain records, logs, and reports of assistance. Maintain network and PC preventive maintenance logging efforts to ensure network and data integrity. Assist in manning the 24 x 7 off hour help desk. On call for issues globally on a rotating basis. Perform related duties and special assignments, as required. EDUCATION AND ADDITIONAL ELIGIBILITY QUALIFICATIONS: Must be enrolled in or actively seeking IT related degree or equivalent from two-year college or technical school; Strong knowledge and familiarity of computer hardware/software and network technology Willingness and ability to learn new technologies Desire to learn and increase knowledge in network, server, and system administration Strong troubleshooting skills including ability to diagnose root-cause and offer solution(s) Ability to follow a process or procedures with guidance or instruction with meticulous attention to detail Team-player attitude and desire to interact with users Demonstrated Proficiency with Microsoft Office Suite Knowledge of AX operating system preferred This is an office hourly, full on-site position located in Bradford, PA Smoking is permitted in most areas of Zippo workplace facilities, other than certain designated non-smoking areas .

Requirements

Must be enrolled in or actively seeking IT related degree or equivalent from two-year college or technical school
Strong knowledge and familiarity of computer hardware/software and network technology
Willingness and ability to learn new technologies
Desire to learn and increase knowledge in network, server, and system administration
Strong troubleshooting skills including ability to diagnose root-cause and offer solution(s)
Ability to follow a process or procedures with guidance or instruction with meticulous attention to detail
Team-player attitude and desire to interact with users
Demonstrated Proficiency with Microsoft Office Suite

Nice To Haves

Knowledge of AX operating system preferred

Responsibilities

Conduct computer diagnostics to independently investigate and troubleshoot applications, operating systems, and peripherals.
Support the application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software, of system functional specifications.
Provide remote phone support and resolution of problems pertaining to user PCs, laptops, scanners, printers, copiers, and devices.
Perform a full range of complex installation, configuration, maintenance, and support of hardware and software.
Ensure prompt response and escalation for all system outages/issues, providing updates to management and end users.
Manage Active Directory including but not limited to user creation, deletion, permissions, and password resets.
Configuration of new computers and applications for deployment.
Support productivity applications such as Microsoft Office, Adobe, etc.
Facilitate troubleshooting by representing the company while working with third party vendors.
Provide excellent customer service and resolve problems to the end user’s satisfaction and complete daily requests in a prioritized manner.
Document status, changes made, and appropriate notes in the help desk support system for future reference.
Confer with users and IT personnel to develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently.
Train users in learning new company-provided applications and assist in problem-solving for applications issues.
Maintain records, logs, and reports of assistance.
Maintain network and PC preventive maintenance logging efforts to ensure network and data integrity.
Assist in manning the 24 x 7 off hour help desk.
On call for issues globally on a rotating basis.
Perform related duties and special assignments, as required.