NANA Shareholder Summer Intern - IT Support Specialist

Akima, LLC•Herndon, VA

7h•Onsite

About The Position

We are seeking a Help Desk Technician at our corporate office in Herndon, VA. This is an entry level position. The position will provide the timely delivery of high-quality Level 1 services & support to all internal and external clients. NOTE: To be considered for this position, you must be a NANA Shareholder and own stock in “NANA Regional Corporation, Inc.” You must currently be enrolled in college or technical/vocational school.

Requirements

Must be a NANA Shareholder and own stock in “NANA Regional Corporation, Inc.”
Must be currently enrolled in college or technical/vocational school.
General experience in areas of end-user support and maintenance of PC hardware and software in a Windows environment.
Previous customer service experience preferred.
Must have high-energy work ethic and be available to work non-standard hours.
Comfortable with desk side support.
Must be a team player.
Must be organized, have attention to detail, and be able to prioritize and multi-task effectively.
Ability to work under pressure.
Excellent oral and written communications skills.
General knowledge of Windows 10 operating system as well as Microsoft Office 365 Suite.
Ability to work with end users with varying levels of technical experience.
Excellent decision making and problem-solving skills.
Available for periodic on-call and after-hours support including weekends once sufficiently trained.
Ability to work independently with general supervision.
United States citizen.

Nice To Haves

Previous customer service experience.
IT related Certifications such as A+ or ITIL.

Responsibilities

Provide laptop and desktop PC support for on- and off-site users with equipment running Windows 10 operating systems and Office 365 applications.
Answering phone requests and assisting users with requests for password resets or general questions.
Creating helpdesk request for escalation to Tier II and Tier III technicians.
Provide exceptional customer service and Helpdesk support via phone, email, and in person for end users of equipment and application described above, including support of various in-house and COTS applications.
Assist with password resets as needed for user accounts and timekeeping through ticketing system.
Identify and escalate more complex problem reports or service requests to next tier of support as appropriate.
Complete work order tickets, including ticket creation at the time of initial problem report/service request.
Aid with the relocation and implementation of user IT equipment.
Aid with relocation for workstation cabling to facilitate office relocations.
Meet service request SLAs and project timelines.
Provide support for other company issued equipment such as cell phones, tablets, etc.
Assist with maintaining equipment inventory.
Maintain awareness of new and emerging technologies and products provided by IT.