IT Help Desk Intern

Northeast Ohio Regional Sewer District • Cleveland, OH

1d • $20 - $22 • Hybrid

About The Position

The Help Desk Intern provides first-line technical support to employees by troubleshooting computer systems, software applications, and related technology through phone, email, or in-person assistance. This role requires strong customer service skills, critical thinking, and the ability to ask targeted questions to identify issues and deliver effective solutions promptly. Key responsibilities include documenting technical issues and resolutions, assisting with the setup and onboarding of new hardware and software, and ensuring all systems operate efficiently. The intern will assist with various projects throughout their assignment.

Requirements

• Candidate must be currently enrolled in school or must have graduated within 24 months from the date of application.
• Declared Majors: Computer Science, Information Technology or a related field of study.
• Any of the following degree program levels may qualify: Associate Degree, Bachelor Degree (Freshman - Senior), Master/Doctoral Degree
• Candidate must be able to commit to a fixed-term assignment of 12 months with an option to extend at NEORSD’s discretion.
• Candidate must possess a valid driver's license with a driving record in accordance with the District's acceptable guidelines.

Responsibilities

• Perform first-level technical support of enterprise applications through analysis, review, and enhancements to increase operating efficiency, or adapt to new requirements
• Assist in identifying, researching, and resolving technical incidents and problems to minimize disruption to the user's business operation.
• Assist in documentation of resolutions for knowledge capture and management.
• Assist in analyzing and responding to telephone calls, e-mails and personnel requests for technical support.
• Assist in developing and maintaining positive customer relations and satisfaction through quality inquiry and understanding of the customer’s needs.
• Assist in providing basic training on standard hardware and District software applications for end-users.
• Apply methodology for all assignments and end-user interaction.
• Ensure Accurate interpretation and recording of information into Help Desk tracking system and efficiently dispatch and route Help Desk tickets
• Assist in collecting and evaluating information by listening and asking customers questions to determine staff resources, technical support level, priority levels and dispatch criteria.
• Assist in entering information into the Help Desk tracking system, as well as ensuring Help Desk tickets are efficiently dispatched and routed.
• Assist in scheduling internal staff resources as well as Outsourcer Technician activities. Ensure that the Help Desk Service Level Agreement is being adhered to.
• Assist in performing and coordinating documentation, tracking, escalating, and monitoring service requests, to ensure a timely resolution.
• Support the maintenance of inventory data from software and hardware acquisitions and deployments.
• Assist in researching the procurement of new technology.
• Assist in accurately recording inventory data and documentation for deployment of hardware and software.
• Assist in the basic training of standard hardware and District software applications for end-users.
• Run customized reports and analyze as needed.
• Navigate, execute, input, edit, obtain, maintain, and/or generate information from Help Desk software applications.
• Provides technical support for end-user computer equipment
• Performs installation, implementation, testing, and maintenance of end-user computer equipment and software.
• Provides basic installation and maintenance of desktop peripherals including printers, scanners, and other miscellaneous equipment.
• Images desktops and laptops
• Assists in hardware and enterprise application rollouts.

Benefits

• Health Insurance Coverage
• Various Retirement Planning Options (Ohio Public Employee Retirement System and Deferred Compensation Plans)
• Flexible Spending Accounts
• Employee Assistance Program
• Free Parking at our facilities
• Corporate Discounts

What This Job Offers

• Career Level: Intern
• Education Level: Associate degree