Help Desk Specialist Intern

Canyon Aeroconnect•Prescott, AZ

13d•Onsite

About The Position

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.

Requirements

Currently be enrolled in an accredited industry trade certification, college, or university program
Must work onsite at our facility in Prescott, AZ and is not eligible for remote work
This position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes US Citizen, lawful permanent resident, refugee, or asylee.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Experience with: Microsoft Office 365, Microsoft Windows 10/11, Microsoft Server 2012 Onwards, Linux OS, 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
High School diploma (or equivalent) and 4 years of related experience, or Two-Year Degree and no experience.

Nice To Haves

Certificates in the following are a plus: Network+, MCSA, MCSE, A+, VCP, CCNA
Managed Service Provider experience, preferred
Cisco, Palo Alto and VMware experience or certification, preferred

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