IT Helpdesk Intern
About The Position
The IT Helpdesk Intern helps ensure proper computer operation so end users can accomplish business tasks. The role receives, prioritizes, documents, and actively resolves end-user help requests, using diagnostic and ticket-tracking tools as needed. Resolving issues may involve providing hands-on, in-person desktop support. The position is in the IS department and reports to the Help Desk Manager. It is based in University Park, Illinois, with a hybrid location arrangement. The role is primarily in an office or home environment, with occasional work in a computer lab, shop, or field environment. Travel between office locations may be required up to 20% of the time, and overnight shifts may be needed. This is an hourly internship. The job description states that the listed duties and requirements are not exhaustive and may be revised by management.
Requirements
- High school diploma or equivalent required.
- Computer aptitude and experience with Microsoft operating systems, Microsoft Office 365 applications, and iOS devices.
- Knowledge of basic computer hardware.
- Positive attitude and strong work ethic.
- Strong customer service orientation and ability to work effectively in a team environment.
- Strong written and oral communication skills, and willingness to share knowledge with coworkers and end users.
- Ability to think logically and creatively.
- Strong troubleshooting, problem-solving, and analytical skills.
- Ability to prioritize and execute tasks effectively as needs arise.
- Valid driver’s license and compliance with the Corporate Fleet Policy.
- Ability to successfully complete all required pre-employment testing.
- Ability to work overnight shifts when needed.
- Ability to travel up to 20% of the time between office locations.
- Ability to sit for extended periods, bend and kneel while working at a user workstation, and lift and transport objects weighing 15 to 30 pounds.
- Vision sufficient to see a computer screen and reading materials; hearing sufficient to communicate with users by phone or in person; and hand and finger dexterity to operate a keyboard, mouse, power tools, and computer components.
Nice To Haves
- Some college preferred.
- Bilingual in English and Spanish is a plus.
Responsibilities
- Handle incoming end-user help requests by telephone, walk-up, help desk ticket, and email in a professional and courteous manner.
- Provide customer service, basic technical guidance, and training to end users as needed.
- Create help desk tickets and record relevant user identification and issue information.
- Assist with user accounts, password resets, and access permissions in accordance with company policies.
- Record, track, and document the troubleshooting process, decisions, actions, and final resolutions for help requests.
- Use software updates, drivers, knowledge bases, and frequently asked questions resources to help resolve issues.
- Learn the software and hardware used and supported by the company.
- Troubleshoot and resolve hardware and software issues involving PCs, laptops, printers, mobile devices, and business applications through hands-on support and system configuration.
- Test fixes to confirm issues have been adequately resolved.
- Escalate unresolved or complex issues to senior Help Desk personnel or specialized IT teams as appropriate.
- Follow up on requests after resolution.
- Review documented resolutions and analyze trends to identify ways to prevent future problems.
- Perform other duties as assigned.
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What This Job Offers
Career Level
Intern
Education Level
High school or GED
