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Information Technology Intern
Job Description
Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Main Job Duties and Responsibilities
- respond to requests for technical assistance in person, via phone, chat or email
- diagnose and resolve technical hardware and software issues
- research questions using available information resources
- advise user on appropriate action
- follow standard help desk procedures
- log all help desk interactions
- administer help desk software
- follow up with customers and users to ensure complete resolution of issues
- redirect problems to correct resource
- identify and escalate situations requiring urgent attention
- track and route problems and requests and document resolutions
- resolve technical problems with Local Area Networks and Wide Area networks
- prepare activity reports
- inform management of recurring problems
- stay current with system information, changes and updates
- help update training manuals for new and revised software and hardware
- train computer users as necessary
- clean up computers
Education, Qualifications and Experience
Bachelors degree preferred- working knowledge of fundamental operations of relevant software, hardware and other equipment
- experience researching, analyzing and interpreting automated system problems
- knowledge of relevant call tracking applications
- knowledge and experience of customer service practices
- related experience and training in troubleshooting and providing help desk support
Key Skills and Competencies
oral and written communication skills- learning skills
- customer service orientation
- problem analysis
- problem-solving
- adaptability
- team interaction
- planning and organizing
- attention to detail
- stress tolerance
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