IT Field Support Intern

Dorman Products, Inc•Colmar, PA

55d•$25

About The Position

The Field Support intern is to provide a single point of contact for end-users to receive support and maintenance within the organization's computing environment. The FSS intern is responsible for executing first & second level support diagnostics, troubleshooting basic issues and effectively escalating incidents while following established protocols, policies and processes; assisting in documenting procedures and policies and in developing and implementing effective standards; and providing timely follow through to resolve and close problem calls and to provide training in support of all technology offerings. The FSS intern also provides hands on support and deployment services for workstations and desktop software.

Requirements

Strong interpersonal skills are essential.
Good organizational skills with the ability to follow through.
Good problem-solving skills.
Ability to work with changing requirements and priorities.
Excellent written and verbal communication skills required.
Physical Requirement: Capability to lift 20 pounds.
Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen.
Completion of sophomore year of a 4-year bachelor's program in Computer Science, Information Technology, Mathematics, Engineering or Business Administration

Nice To Haves

Prior customer service experience or related support experiences a plus.
Experience working in Excel, Word, Visio and PowerPoint is preferred.

Responsibilities

Maintains professional and positive attitude during all client interactions and team meetings.
Provides front-line support and response to solve all problems reported by clients.
Keep peers and all supporting levels within IT informed of problems, trends and delays to daily issues.
Follows demand management process to receive, prioritize, document and actively resolve client's requests.
Problem resolution may involve use of diagnostic and Help desk tracking tools, as well as require in-person, hands-on support at the desktop.
Interviews clients to collect information about issues and leads clients through diagnostic procedures to determine source of error and possible resolution.
Maintains historical records of issues, problem documentation and willingness to escalate to additional support tiers if required.
Coordinates interactions across all IT support channels in real time.
Serves as liaison between IT and clients.
Makes recommendations to the Lead- Field Support for changes in procedures and systems providing support to clients.
Provides training for technology applications and products.
Manages all conference rooms and their state of readiness including: supplies, working condition of audio and video equipment and the general operating appearance.
Other duties as assigned