IT Service Desk Intern

VT Industries•Holstein, IA

5d•Onsite

About The Position

This internship provides initial support for incoming requests to the Service Desk via email, telephone, and service portal, ensuring courteous, timely, and effective resolution of end-user issues. The intern will gather information about the end-user and the problem, troubleshoot and resolve basic issues related to software, hardware, and applications, and develop user support documentation. Responsibilities include configuring Windows 10 environments, assisting with software licensing, reporting system outages, and collaborating with service desk technicians for onsite needs. Other duties may be assigned.

Requirements

Major in Information Technology, MIS, or a related field
Entering Junior or Senior year
Self-motivated
Strong organizational skills
Excellent communication (verbal and written)
Proficient with Microsoft Office applications
Able to analyze and evaluate data
Respectful of employees, vendors and customers
All team members are expected to follow the Code of Conduct to the highest standards as well as to adhere to the Attendance Policy of VT Industries.

Responsibilities

Provide initial support for incoming requests to the Service Desk via e-mail, telephone, and service portal.
Gather information about the end-user and the problem by asking clarifying questions, presenting options and/or solutions, and determining the level of complexity/severity.
Monitor and respond quickly and effectively to requests received through the Service Desk portal and email.
Troubleshoot, answer questions, and resolve basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status, mobile devices, and applications.
Develop help sheets and FAQ lists for end users.
Troubleshoot and configure Windows 10 environments.
Create and update documentation for troubleshooting problems.
Assist in setup and troubleshooting of a variety of licensing methods and software to include – Autocad, Solid works and Adobe.
Report system outages to the appropriate escalation level.
Work closely with service desk technicians for problem resolution for onsite needs.
Other duties as assigned.