IT Helpdesk Intern

Monolithic Power Systems, Inc. • San Jose, CA

5d • $26 - $38

About The Position

The Helpdesk support role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Can prioritize mission critical tasks and coordinate the construction and expansion of our systems so updates and other maintenance tasks don’t get in the way of daily operations.

Requirements

• 1- 2 years in college with major related to computer.
• Working on certifications in Microsoft O365 fundamental
• Knowledge of basic computer hardware, including Dell and Microsoft.
• Experience with some programing language.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Excellent English communication skills
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Responsibilities

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule problems.
• Escalate problem (when required) to the appropriately experienced staff.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

Benefits

• Pay is based on market location and may vary based on factors including experience, skills, education and other job-related reasons. The hourly base salary range for this position in California is $26-38.

What This Job Offers

• Career Level: Intern
• Education Level: Associate degree