IT Internship

Libbey•Toledo, OH

4d•Onsite

About The Position

Libbey is offering an IT Internship for a motivated and driven student who is looking to apply their educational background and further develop their understanding through a wide array of real-world applications. Must be able to work onsite, a minimum of 20 hours/week. In this role, the IT Intern will provide a single contact point for all Libbey locations to address user questions, issues, and PC service requests relating to Libbey IT infrastructure or software systems. This person will manage incident escalation and tracking process as well as provide hands on installation, configuration, and maintenance for equipment at Libbey’s Toledo-area offices.

Requirements

High School Diploma or equivalent required
Must currently be enrolled in a collegiate degree program (Associates or Bachelor's) with a preferred focus in Information Technology, Management Information systems or Computer Science
Must be able to work onsite, a minimum of 20 hours/week
General knowledge of Microsoft Windows and Office Suite
Ability to maintain the highest level of confidentiality at all times
Strong interpersonal skills with the ability to communicate (both verbally and in writing) with various individuals across multiple areas and levels within the organization
Possess attentive and active listening skills and is dedicated to meeting the expectations and requirements of internal customers
Ability to learn in a fast-paced environment and is committed to continuous improvement through new challenges and learning opportunities
Regular attendance is important to achieving our departmental goals and an expectation of the position

Responsibilities

Professionally manage help desk calls and take the necessary action to resolve customer’s IT needs.
Work with customers in a courteous and professional manner
Provide first level support in incident resolution by referencing knowledge base of solutions, workarounds and processes.
Populate knowledge base with new solutions and new diagnostic procedures with the goal to continually improve first call resolution capabilities.
Escalate urgent and high incident calls to second or third level support as necessary through established processes.
Monitor all open incidents and requests until resolved
Provide regular status feedback to user on unresolved incidents.
Work closely with other IT personnel within Libbey to solve customer issues
Provide hardware support including; installation, configuration, and support of desktop and laptop computers, printers, and monitors
Provide software support including installation, configuration and support of desktop and laptop standard images, Microsoft applications, and other applications running from personal computers
Develop and maintain appropriate support documentation
Provide honest analyses and apply logic and methods to solve problems with effective and creative solutions
Special IT projects as assigned