IT Service Student Employee

EPRI•Charlotte, NC

About The Position

The IT Service Student Employee assists the Service Desk team and other IT units with potential problems or issues affecting EPRI’s computing community. The role provides user support by phone and in person, troubleshooting desktops, laptops, mobile devices, and printers. It also offers students studying data science, analytics, or related fields the opportunity to apply their skills to real-world data analysis, automation, and technology transformation projects, including a large data migration EPRI is undertaking. The position responds to user requests, logs and tracks tickets through resolution, troubleshoots issues, provisions and manages equipment, and coordinates with IT teams. It may also involve training users and supporting new-hire orientations. Full-time work is preferred during the summer months, with part-time work available during the school year.

Requirements

Associate’s degree in Information Technology or a related field; a combination of completed college-level coursework and experience may substitute for the degree.
Depending on departmental operational needs, basic to intermediate knowledge and skills in Windows workstations and servers.
Knowledge and skills in LAN and remote-access troubleshooting.
Knowledge of network and LAN fundamentals, including network interface connection and user installation, network topologies, LAN administration, servers, and network architecture.
Knowledge of voice communication equipment.
Knowledge of Microsoft Office Suite and third-party systems accessed through desktop or web-based clients.
Knowledge of internet technology.
Ability to operate, install, maintain, configure, and troubleshoot highly technical equipment or systems.
Understanding of project management concepts.
Ability to maintain effective working relationships with people contacted in the course of work.
Ability to manage time efficiently and organize work.
Clear verbal and written communication skills.
Ability to maintain a customer focus when providing technology services.

Responsibilities

Respond to user inquiries and requests for assistance with EPRI workstations, mobile devices, printers, and processes.
Assist with and learn Cisco WebEx as a Level I support resource.
Monitor new tickets, accurately log user requests and incidents, track them through resolution within the SLA, and escalate them to Level II Analysts or other IT units as necessary.
Identify problems, troubleshoot issues, and provide solutions to assist users.
Alert the Lead, other Analysts, the Service Desk Manager, and other IT units about priority 1 or urgent incidents and requests.
Coordinate with other IT units to resolve problems as necessary.
Provision workstations for new hires and refresh them according to schedule.
Retrieve, re-allocate, and dispose of workstation and mobile device equipment according to EPRI policy.
Assist with training users and delivering new-hire orientations as needed.
Advocate for customers in resolving service requests and arbitrate between systems and users when conflicts arise.
Recommend improvements to standard processes related to customer service.
Maintain broad knowledge of technology, equipment, and systems within the field of work.
Complete assigned individual, team, and department projects in a timely and complete manner.
Provide phone coverage as required.
Provide end-user training as needed.
Perform other duties as assigned.