Support Technician (Internship)

Swinerton • Roseville, CA

8d

About The Position

Provide Tier 1 desktop and laptop hardware build standards. Work with users remotely to transfer data and provide technical support for hardware and software.

Requirements

• Desktop and Laptop hardware familiarity (Dell/Lenovo a plus)
• Experience with Windows 10, Windows 11 and MS Office support & troubleshooting
• Printer and related general support, installation & troubleshooting
• Basic Active Directory knowledge, password resets & group memberships
• Basic understanding of networking technologies: TCP/IP, LAN/WAN, DNS
• Knowledge of Remote Control/Remote Access tools and methodologies
• Detail oriented, strong problem-solving skills, and capable of working with minimal supervision
• Ability to work independently and as a team member within established policies and procedures
• Capable of working in a fast paced, dynamic environment with the ability to learn and adapt quickly
• Ability to work with aggressive timelines and targets
• Flexibility to adjust schedule based on workload and the requirements of a geographically distributed environment
• Ability to multitask efficiently; plan, organize, and prioritize tasks and activities
• Ability to fully identify and confirm expectations, accept responsibility of assigned requests
• Ability to communicate timely, effectively, and clearly to the appropriate audience
• Ability to provide timely communication of status; identify possible conflicts or delays; develop alternative actions to ensure work is timely and complete
• Ability to maintain responsibility while communicating status, until the customers receive their expected result or communicates to the customer the transfer of accountability to another individual
• Excellent English verbal, listening, and written communication skills
• Professional phone etiquette; able to handle/defuse angry customers
• Completion (Minimum Grade of a C) of an IT100 / IT105 (equivalent class) that focuses on core fundamentals and principles of computers, computing technology, account management, networking, hardware/software installation, support, and troubleshooting methodologies.
• If actively enrolled in this class, a recommendation/approval letter from your professor/instructor indicating your competency and participation is acceptable.

Responsibilities

• Build and configure intern and employee workstations using PXE boot, Windows deployment suite, and SCCM.
• Maintain and document computer and software assets
• Log, track, and resolve requests via ticketing system
• Maintain or exceed Service Level Agreements to business customers
• Provide consistent communication and follow up with customers to ensure proper levels of service
• Determine customer needs and evaluate request against standard Company policies and procedures
• Identify and document problems potentially requiring additional support triage by Service Desk technicians.
• Timely escalate issues to other teams as necessary with proper handoff to ensure customer receives the best support
• Complete other responsibilities as assigned

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees