IT Helpdesk Intern — Hands-on Tech Support

Alliance One; North Carolina; On-site; Full time

Job description

Job Description

This position is responsible for providing technology support for employee's desktops and laptops, hardware, and software. Duties include entering help information into tracking systems, prioritizing requests, evaluating requests, resolving requests, and escalating requests as required, as well as following-up with end-users.

Responsibilities

• Provide technology support for helpdesk requests, documenting each request in the helpdesk tracking system; determine whether problems are caused by hardware or software; resolve requests immediately with the end-users. Evaluate each help request to determine appropriate response and referral; prioritize each request; and elevate requests based on priority. Communicate with end-users regarding call status and follow-up.
• Install, configure, diagnose, repair, maintain, and upgrade hardware and related software while ensuring optimal workstation performance.
• Coordinate computer warranty issues with third-party vendors, notify vendors of necessary repairs/parts and maintain accurate records of requests.
• Document all pertinent end-user information and nature of the problem via the problem tracking system. Record, track, and document the helpdesk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform on-site analysis and resolution of desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote

Qualifications

Be enrolled in a technology degree program with a 2 or 4 years institution;

• Windows 11, and Microsoft Office Suite knowledge preferred;
• Some experience utilizing a variety of computer hardware, software, and networking preferred;
• Computer troubleshooting, analysis, critical thinking and problem solving skills;
• Ability to learn multiple programs and systems;
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations;
• Ability to manage multiple priorities;
• Exceptional time management and organization skills;
• Excellent interpersonal, phone, writing, and customer support skills;

Other

• 20 hours/week (15 hours/week minimum required);
• 12 months of availability (minimum) for internship prior to graduation;
• Earliest graduation date: December/2027 (or later);