Service Desk Technician I (Internship)

IT Service Desk Technician - Intern Position

The Service Desk Technician is the first point of contact for a range of help desk support, network support, software installations, desktop setups, printer and hardware/software inventory. This position is a temporary position, working 30 hours a week. The work can mostly be accomplished remotely, however there are key dates in the summer of 2024 when on-site work in our Washington DC office will be required.

Responsibilities

• Works within the IT Service team in addressing, tracking, prioritizing and meeting user requests for support.

• Provides end-user support in all standard PC/MacOS application software and in all aspects of working within the network environment.

• Fields requests for support via telephone, email, ticketing system, in person and remotely.

• Escalates any support requests he/she is unable to resolve to the appropriate team member.

• Works with other IT members to ensure a team approach toward meeting the organization's technical support needs.

• Helps maintain an inventory of all IT related equipment, software, tools and documentation.

• Conducts preventive maintenance and proactive support to reduce the trouble call load.

• Assists the IT Infrastructure team in any additional ways required or any work as assigned by Network/System Administrators, Supervisor.

• Provides A/V support and setup to include projection, audio mixing and distribution, video and audio recordings, teleconferencing, etc.

• Adheres to cyber and information security best practices.

Requirements

• Work experience in a professional environment.

• Track record demonstrating strong customer service skills and patience to work with end users of varying technical ability.

• Possesses strong written and verbal communication skills.

• Comfort in using all standard software applications including Windows, Office 365, Adobe.

• Exposure to Mac OS (installation of Office/Adobe software, OS updates).

• Demonstrates ability to use software diagnostic tools for troubleshooting both network and local problems.

• Demonstrates initiative, creativity, attention to detail, and ability to multitask effectively.

• The ability to work calmly and enthusiastically in a trouble call response mode with a heavy workload and demanding user base.

Desired

• Help desk or dispatching experience preferred, but not necessary.