IT Support Specialist Intern

Universal Avionics•Tucson, AZ

15h

About The Position

Summary: Resolve computer users' issues by interpreting problems, troubleshooting causes, and resolving software, hardware, and system problems by performing the following duties. Essential Duties and Responsibilities include the following. Other duties may be assigned. Answers, evaluates, and prioritizes service requests received via an IT ticketing system to address user issues related to desktop PC, software, desk phones, cell phones, printers, copiers, faxes and other desktop devices. Performs diagnostics with users to collect information about problems and to determine the source of errors. Isolates performance and usability issues to determine the cause of hardware or software malfunctions. Logs and tracks issues; maintains history records and related problem documentation. Contacts software and hardware vendors via voice or online systems to research problem and determine recommended solutions. Evaluates software and hardware to determine whether product will be an effective tool for employees. Brainstorms with team members to resolve more complex problems and escalates difficult issues for more technical assistance. Performs initial program load and user-specific setup for standard desktop applications. Troubleshoots PC hardware and software problems and identifies, categorizes, and resolves PC hardware and software application problems. Coordinates preventative maintenance and vendor services as necessary. Participates in creation and maintenance of IT standards and procedures. Maintains accuracy of help desk database. Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills. Ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal. Performs data restoration relating to desktop PCs, PDAs, phones, and other desktop PC-related equipment. Assists with server management by responding to server issues that may require application or database shutdown/startup, server reboot, or restarting of server services. Tests and deploys new software and procedures, installation, conversion and upgrade activities. Provides end-user training assistance for standard hardware and software systems. Provides user administration on server domains for users. Resolves remote access issues, printing issues, and networks connectivity issues.

Requirements

Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Project Management - Communicates changes and progress.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Meets commitments.
Interpersonal - Maintains confidentiality; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification.
Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
Ethics - Treats people with respect; Keeps commitments.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Dependability - Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Judgment - Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
Professionalism- Approaches others in a tactful manner; Reacts well under pressure.
Quality - Applies feedback to improve performance; Monitors own work to ensure quality.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Learning towards associate degree (A. A.) or equivalent from two-year college or technical school; preferably in the computer hardware / software area.

Responsibilities

Answers, evaluates, and prioritizes service requests received via an IT ticketing system to address user issues related to desktop PC, software, desk phones, cell phones, printers, copiers, faxes and other desktop devices.
Performs diagnostics with users to collect information about problems and to determine the source of errors.
Isolates performance and usability issues to determine the cause of hardware or software malfunctions.
Logs and tracks issues; maintains history records and related problem documentation.
Contacts software and hardware vendors via voice or online systems to research problem and determine recommended solutions.
Evaluates software and hardware to determine whether product will be an effective tool for employees.
Brainstorms with team members to resolve more complex problems and escalates difficult issues for more technical assistance.
Performs initial program load and user-specific setup for standard desktop applications.
Troubleshoots PC hardware and software problems and identifies, categorizes, and resolves PC hardware and software application problems.
Coordinates preventative maintenance and vendor services as necessary.
Participates in creation and maintenance of IT standards and procedures.
Maintains accuracy of help desk database.
Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills.
Ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal.
Performs data restoration relating to desktop PCs, PDAs, phones, and other desktop PC-related equipment.
Assists with server management by responding to server issues that may require application or database shutdown/startup, server reboot, or restarting of server services.
Tests and deploys new software and procedures, installation, conversion and upgrade activities.
Provides end-user training assistance for standard hardware and software systems.
Provides user administration on server domains for users.
Resolves remote access issues, printing issues, and networks connectivity issues.

Benefits

Benefits eligibility starts on your first day as a full-time employee at Universal Avionics.
Medical insurance (multiple plan options, including low-deductible PPO)
Preventive care covered at 100%
Affordable copays for doctor visits, urgent care, and prescriptions
Teladoc virtual care access
Vision coverage through VSP (includes exams, frames, and lenses)
Dental insurance (covers preventive, basic, and major services)
401(k) with immediate safe harbor match (100% match on up to 4% of pay after 60 days)
Vacation, sick time, and 14 paid holidays (including a week in December)
Tuition reimbursement
Gym reimbursement
One Pass Select (discounted access to gyms, fitness apps, and more)
Employee Assistance Program (EAP) and emotional wellness support: Up to 3 free counseling visits per issue/year through Reliance Matrix Up to 6 free counseling sessions per issue/year through Health Advocate Includes mental health, financial, legal, work-life, medical navigation, and life coaching support
And more!