Temporary - IT Support Specialist Intern

City of Austin

1d•Onsite

About The Position

This internship position will support the Community PC Program in refurbishing desktop computers, laptops, tablets, and other devices and making those devices available for public benefit. Interns will assist with physically moving devices both at intake and distribution, assess devices for operability, refurbish devices, and assist with the installation of software onto the devices. The refurbishment process will include cleaning, installation of software packages, troubleshooting of hardware failure, and disassembly / reassembly of devices as appropriate. Interns will also assist with maintaining public access computer labs and setting up new labs. The ideal candidate would work well on a team of peers, have solid customer service skills, and have a learning mindset. As our IT Support Specialist Intern, you will play a pivotal role making low cost devices available to the Austin community. Interns will support the Community PC Program by handling and refurbishing retired City devices, applying software, managing the technology inventory, and assisting with device intake and distribution. Interns will also support the maintenance of Austin's public access computer labs, to ensure the community has quality access to the internet through our public labs.

Requirements

Two (2) years of education related to the job. Experience may substitute for education for up to (2) years.
Knowledge of software, hardware, and networking systems and best practices to support these systems.
Knowledge of diagnostic and monitoring tools and helpdesk software/ ticketing system.
Knowledge of standard application and operating systems (e.g., Linux/Windows, Mac OS), remote desktop applications, and virtual environments
Ability to follow standard procedures for proper escalation of unresolved issues and follow through and resolve common issues with minimal direction
Ability to comprehend requirements and make appropriate recommendations, sustaining communication with customers/departments/users until their issue is resolved.
Ability to multitask and manage several open issues at one time.
Ability to research to diagnose an appropriate solution.
Ability to prepare accurate and timely reports.
Skill in incident reporting, troubleshooting, and issue/ticket resolution.
Skill in installation/configuration, documentation, process orientation, and testing to provide first-hand resolution to problems.
Skill in customer feedback analysis, incident reporting, and troubleshooting.
Ability to adhere to required compliance to all change management policies and procedures.
Ability to adhere to required compliance to all information security policies and procedures.
Valid Texas Driver’s License depending on assignment.
Work well on a team of peers
Solid customer service skills
Have a learning mindset

Responsibilities

Follows documented procedures and staff guidance to refurbish computer hardware
Maintains and organizes physical inventory of technology assets
Records inventory data into tracking systems
Develops and distributes internal and external communications
Performs system administration functions
Contributes to team dynamics and success
Provides high-quality customer service while using technical expertise to support end-users in-person, on the phone, by e-mail, by instant message, or by a case management system.
Provides the first level of contact and response to requests for general IT support.
Conducts and manages the logging of issues and generation of trouble service requests.
Diagnoses and resolves problems.
Escalates problems to the appropriate level of expertise.
Documents, tracks and monitors reported incidents to ensure timely resolution.
Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing).
Provides software support for Microsoft Windows, Microsoft Office, common desktop applications, and City/department-developed applications, including feature and function usage.
Manages, monitors, and prioritizes daily flow within the service request case management system, and email and phone queues to meet service levels.
Assisting with physically moving devices both at intake and distribution
Assess devices for operability
Refurbish devices
Assist with the installation of software onto the devices
Cleaning, installation of software packages, troubleshooting of hardware failure, and disassembly / reassembly of devices as appropriate
Assist with maintaining public access computer labs and setting up new labs
Handling and refurbishing retired City devices
Applying software
Managing the technology inventory
Assisting with device intake and distribution
Support the maintenance of Austin's public access computer labs