NIS Helpdesk Intern

Educational Service Unit 10•Kearney, NE

19h

About The Position

The Helpdesk Intern’s role is to provide user support for support applications, hardware, and other office related equipment. This includes taking calls and responding to ticket requests both in person and remotely, assisting other technical staff with projects and tasks, troubleshooting, and updating documentation. The helpdesk intern will provide receptionist coverage for the helpdesk and will assist other department staff with technical support when needed. Field incoming help requests in person and via tickets, telephone, and e-mail in a courteous manner, request basic troubleshooting details, and escalate to a technician when necessary Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue Build rapport and elicit problem details from help desk customers Record, track, and document local help desk requests and any problem-solving actions taken to final resolution Ability to apply troubleshooting skills and methods to support issues Access software updates, drivers, knowledge bases, frequently asked questions and related resources to aid in problem resolution Identify and learn appropriate software and hardware used and supported by the organization Assist with installing and deploying hardware, upgrading software, and configuring systems and applications Contribute to the development of help documents for problem resolutions including “How-To” instructions, standard solutions, and FAQ lists for end users Update network documentation as directed by the support team upon completion of projects Maintain monitoring system for networks and server infrastructure Adhere to regular and dependable attendance Other duties as assigned

Requirements

Knowledge of basic computer hardware, including desktops, laptops, and mobile devices
Support experience with Internet applications, computer, and network equipment.
Familiarity with troubleshooting methods
Understanding of the organization’s goals and objectives
Proficient in written and oral communication skills
Basic interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Proficient documentation skills

Responsibilities

Provide user support for support applications, hardware, and other office related equipment
Take calls and responding to ticket requests both in person and remotely
Assist other technical staff with projects and tasks
Troubleshoot and update documentation
Provide receptionist coverage for the helpdesk
Assist other department staff with technical support when needed
Field incoming help requests in person and via tickets, telephone, and e-mail in a courteous manner, request basic troubleshooting details, and escalate to a technician when necessary
Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue
Build rapport and elicit problem details from help desk customers
Record, track, and document local help desk requests and any problem-solving actions taken to final resolution
Apply troubleshooting skills and methods to support issues
Access software updates, drivers, knowledge bases, frequently asked questions and related resources to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Assist with installing and deploying hardware, upgrading software, and configuring systems and applications
Contribute to the development of help documents for problem resolutions including “How-To” instructions, standard solutions, and FAQ lists for end users
Update network documentation as directed by the support team upon completion of projects
Maintain monitoring system for networks and server infrastructure
Adhere to regular and dependable attendance
Other duties as assigned