Intern-Information Technology

Clark Material Handling•Lexington, KY

3d•Onsite

About The Position

The Intern assigned to the Information Technology Dept will provide company wide support to users of ERP applications mainly through data analysis and SQL queries and updates. Provide support, limited training, and helpdesk technical support to ERP users and callers as needed. Support tasks include basic data base manipulation and product testing. Recommend appropriate computer tools to users including equipment software, documentation, and training. Goal is to minimize interruptions in ERP applications by monitoring the various systems to recognize, prevent (whenever possible) or reduce interruptions in services.

Requirements

Currently pursuing a degree in computers, technology, computer networking or programming.
Must be able to work under intense pressure to provide timely end user support.
Ability to flourish in a fast-paced, ever-changing environment.
Must maintain high level of service while assuring strict security.
Must be able to maintain confidentiality.
Ability to work and communicate with highly technical staff.
Excellent customer service skills to interact effectively and positively with peers, users, and management.
Ability to multi-task and set own priorities to deliver consistent, outstanding Helpdesk support.
This will mean the ability to answer multiple phones and enter problem tickets at one time.
Must be able to work in the US indefinitely without sponsorship.

Responsibilities

Respond to IT requests through our ticketing system, and answer the IS Helpdesk phones, diagnose and resolve client problems (e.g. identifying software errors, operating system errors, hardware errors and network problems related to the company’s ERP applications).
Performs diagnostics and maintenance on desktop/laptop devices and communication devices that support the ERP ecosystem.
Analyzes users' ERP needs and provide recommendations on various business problems.
Provide first-level problem determination using available helpdesk manual(s) and other provided manuals or systems as problem determination tools; escalate logged problems according to the predetermined schedules to correct area for resolution, including specific information on problem definition and preliminary diagnostics.
Document requests for assistance by logging all ERP calls and handling support tickets with appropriate monitoring and status reporting.
Trouble shoot equipment problems and place service tickets and calls with the appropriate maintenance vendors when necessary.
Proactively monitor hardware and services to minimize downtown and poor performance.
Maintain product information, vendor files, and software library for reference and effective support.
Maintain current and up-to-date information in the Helpdesk manual providing timely updates and notification to all Helpdesk employees of changes made along with a current copy of the manual.
Performs other related duties as required.