Intern, IT Applications & Support

SEMI•Milpitas, CA

1d•Onsite

About The Position

The IT Applications and Support Intern provides day to day technical support for network infrastructure and internal desktop systems software and hardware to regional employees and contractors in-person and using network remote access. The role assists with the installation, configuration, and troubleshooting of desktop systems and workstations in a heterogeneous environment. In addition, this position acts as a backup in servers and network maintenance and performs administrative tasks related to SEMI's cloud-based applications. This is a non-exempt, part-time position (20 hours per week) with the potential to transition to full-time status after 6 months. This position reports directly to the Senior Manager, IT Operations at SEMI Milpitas office.

Requirements

B.S in Information Technology or equivalent in work experience
Motivated college graduate or 1+ years of Information Technology experience
Knowledge of Wi-Fi and VPN connections and wireless devices
Experience in Windows OS, MacOS, Google, Microsoft Office 365 Suite
Strong English verbal and written communication skills; ability to communicate highly technical information to both technical and non-technical personnel
Self-starter with strong, proactive work ethic, and eagerness to learn and grow
Excellent customer service skills
Cooperative, team-oriented attitude

Nice To Haves

Experience doing break / fix repairs on desktops, laptops is a plus

Responsibilities

Manage Help Desk ticketing system
Set up, configure, and add hardware and software
Maintain passwords, data integrity, and file system security for the desktop environment
Analyze, troubleshoot, and repair computer systems, hardware, computer peripherals, and desktop software.
Imaging and image recovery
Install / Re-install various software packages and updates
Track, route and properly escalate unresolved queries to the next level of support
Provide first level contact and resolutions to customers
Follow up with customers, provide feedback and see problems through to resolution
Build and maintain effective relationships with users
Update case status to management and end-users
Update customer data and produce activity reports
Ensure proper recording, documentation and closure to customer issues
Develop, document, and implement standard operating procedures and customer service guidelines
Recommend procedure modifications or improvements, hardware and software solutions, including new acquisitions and upgrades
Development of information technology and infrastructure projects (including company wide, web-enabled, cloud-based solutions)
Training programs designed to educate users about basic and specialized applications
Working in conjunction with Professional Services and outsourcing functions
Monitor LANs, WANs, network segments, Internet, and intranet systems
Ensure network servers and system efficiency and security (VPN gateways, intrusion detection systems, security updates and patches)
Maintain desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment
Configure authentication and authorization of directory services including account rights, security and systems groups