IT Intern Help Desk

PRIMEWAY FEDERAL CREDIT UNION•Houston, TX

About The Position

The Help Desk's role is to provide technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. Helpdesk support works with the IT team, often interacting with systems and users across the company. The Help Desk person will be able to troubleshoot customer issues and resolve tickets opened by customers.

Requirements

Proficient knowledge of Microsoft Windows 10
Must have a basic knowledge of Office 365
Experience with Microsoft Office
Must have basic knowledge of Active Directory
Possesses problem-solving capabilities
Knowledge of the principles, methods, and techniques used in PC support
Must be a team player as well as taking work individually
Must have good Phone and customer service skills
Ability to communicate orally and written in a professional manner
Able to document project and other processes
Ability to apply technical standards, principles, theories and techniques
Handles highly confidential information/material
Able to organize, coordinate, and direct projects.
Must be able to work independently and as a team member.
Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases, and remote control
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and resolve basic technical issues
High school education
Participating in Houston Community College Co-op Program

Responsibilities

Responsible for the first line of technical support for all credit union-supported hardware and software
Ensures printers, workstations, and desktop software are maintained and upgraded with the latest patches while performing system troubleshooting
Responsible for onboarding new users to Active Directory, emails in Office 365, and creating login in different applications
Responsible for deactivating users who have been terminated from the network and different applications
Ensures printers, workstations, and desktop software are maintained and upgraded with the latest patches while performing system troubleshooting
Ensure all calls are logged and detailed in the incident Management ticketing system
Monitor Service Desk incident queue, providing the appropriate categorization and responding within SLA
Assist Virtual desktop Admin and Server admin with their projects
Direct unresolved issues to next-level support
Create and improve procedures by writing and maintaining documentation.
Understand and comply with security support policies and procedures
Willing to learn new technologies.
Be available for Saturday Rotational On-call