Level 2 Technical Support Intern

Pinnacle Treatment Brand•Mount Laurel Township, NJ

2d•Onsite

About The Position

As a Level 2 Technical Support Intern, you are responsible for providing technical assistance and support to our stakeholders, resolving issues, and ensuring a seamless experience. The internship is designed to expose the intern to various aspects of technical support, allowing them to develop practical skills and gain hands-on experience in a real-world business environment.

Requirements

Enrolled in an accredited college/university pursuing a degree in IT, MIS, Computer Science, or related discipline.

Nice To Haves

Enrolled in an accredited college/university pursuing a degree in IT, MIS, Computer Science, or related discipline.

Responsibilities

Primary L2 support for escalated issues from the L1 Service Desk team, which will include local and remote support.
Document all troubleshooting and resolution steps using Pinnacle’s ITSM tool (FreshService).
Participates in IT projects and facility IT Infrastructure upgrades.
Participates in application support activities.
Administers end-user workstations and supports end-user activities using remote connection software.
Investigates user problems and identifies root cause; determines possible remediation; tests and implements solutions and communications.
Performs and/or oversees software and application testing, installation, and upgrades.
Installs, configures, and maintains computer workstations, and other related equipment/devices/systems.
Troubleshoot infrastructure issues such as firewalls, networks & VPNs. Additionally, support systems and applications to identify and correct malfunctions and other operational difficulties.
Develops, documents, and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems.
Maintains confidentiality regarding the information being processed, stored, or accessed by the end-users on the network.
Collaborates with IT team as needed to drive results.
Other duties as assigned.