IT Intern Help Desk

Primeway-Federal-Credit-Union; Houston (TX); On-site; USD 17,000 - 25,000; Part time

Job summary

Primeway-Federal-Credit-Union is seeking a part-time IT Intern Help Desk to provide first-line support for hardware, software, and user accounts. You will assist with onboarding, AD, and Office 365, while logging tickets and maintaining documentation.

Ideal candidates will have basic knowledge of Active Directory, strong customer service skills, and a willingness to learn. The role includes Saturday on-call and routine office work in Houston, TX.

Qualifications

• Must be able to operate routine office equipment and use computer systems.
• Basic knowledge of Active Directory.
• Familiarity with Windows 10 and Office 365.
• Good communication and customer service skills.
• Willingness to learn new technologies and procedures.

Responsibilities

• Provide first-line technical support for hardware and software.
• Log all calls in the incident management system with detailed descriptions.
• Assist with onboarding new users to AD and Office 365.
• Monitor queues and respond within SLAs.
• Assist with documentation and standard procedures.

Skills

Windows 10

Office 365

Active Directory

Customer service

Technical troubleshooting

Documentation

Communication

Teamwork

Security awareness

On-call availability

Education

High school diploma

Co-op program (Houston Community College)

Tools

None

Job description

IT Intern Help DeskDepartment: Information Technology Reports To VP of ITEmployment Status: Part-Time Classification: Non-ExemptPosition Summary:The Help Desk's role is to provide technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. Helpdesk support works with the IT team, often interacting with systems and users across the company. The Help Desk person will be able to troubleshoot customer issues and resolve tickets opened by customers.Responsibilities:Responsible for the first line of technical support for all credit union-supported hardware and softwareEnsures printers, workstations, and desktop software are maintained and upgraded with the latest patches while performing system troubleshootingResponsible for onboarding new users to Active Directory, emails in Office 365, and creating login in different applicationsResponsible for deactivating users who have been terminated from the network and different applicationsEnsures printers, workstations, and desktop software are maintained and upgraded with the latest patches while performing system troubleshootingEnsure all calls are logged and detailed in the incident Management ticketing systemMonitor Service Desk incident queue, providing the appropriate categorization and responding within SLAAssist Virtual desktop Admin and Server admin with their projectsDirect unresolved issues to next-level supportCreate and improve procedures by writing and maintaining documentation.Understand and comply with security support policies and proceduresWilling to learn new technologies.Be available for Saturday Rotational On-callPosition hours are from 9-2Knowledge and SkillsProficient knowledge of Microsoft Windows 10Must have a basic knowledge of Office 365Experience with Microsoft OfficeMust have basic knowledge of Active DirectoryPossesses problem-solving capabilitiesKnowledge of the principles, methods, and techniques used in PC supportMust be a team player as well as taking work individuallyMust have good Phone and customer service skillsAbilitiesAbility to communicate orally and written in a professional mannerAble to document project and other processesAbility to apply technical standards, principles, theories and techniquesHandles highly confidential information/materialAble to organize, coordinate, and direct projects.Must be able to work independently and as a team member.Proven experience as a help desk technician or other customer support roleTech savvy with working knowledge of office automation products, databases, and remote controlGood understanding of computer systems, mobile devices, and other tech productsAbility to diagnose and resolve basic technical issuesEducation and ExperienceHigh school educationParticipating in Houston Community College Co-op ProgramADA RequirementsPerform primarily sedentary work with limited physical exertion and occasional lifting up to 5 lbs. Must be capable of climbing/descending stairs in emergencies. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.