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Part-Time Technology Intern

Responsibilities:

GENERAL FUNCTION OF TECHNOLOGY INTERN:

The Technology Intern will assist in being the first point of contact between end users and the IT organization. This position will be responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups. In addition, active participation in project planning and business requirement gathering sessions will be a requirement in this role to help translate the business capabilities requested by users to the technical requirements.

MAJOR DUTIES AND RESPONSIBILITIES OF TECHNOLOGY INTERN:

  • Triage Level 1 incidents and service requests via First Call, ServiceDesk Plus and all other communication channels
  • Troubleshoot the end user's issue and resolve upon first contact, when possible.
  • Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.
  • Provide "how to" assistance on all internally supported devices, applications and systems.
  • Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate.
  • Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
  • Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.
  • Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
  • Build relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
  • Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
  • Ensuring that all the procedures and methodologies of a service are documented and adhered to.
  • Incorporates effective change and risk management controls.

JOB QUALIFICATIONS OF TECHNOLOGY INTERN:

  • Excellent written and verbal communication skills.
  • Ability to analyze and solve problems.
  • Must have a valid driver's license and proof of insurance.
  • Ability and willingness to travel to various locations and prospective facilities.
  • Ability to work effectively in a diverse work group.
  • Ability to sit for extended periods of time.
  • Demonstrated ability to effectively interact with employees, vendors, and management.
  • Ability to prioritize and organize.
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