IT Help Desk Tech Intern

Apprenticely is working with our company partner, Scale Technology to add a Level 1 Technician Intern to their team in Little Rock, Arkansas! Due to our grant funding - Intern must be located in Jefferson County

Our Apprenticely Internship Program is a three-month program that places selected candidates with employers across Arkansas in roles designed to provide hands-on experience under the guidance of a professional mentor and support team. These internships serve as a stepping stone to launch a successful career and may transition into full-time positions based on employer needs.

Internship positions welcome veterans and diverse applicants who are looking to grow their career!

About our Company Partner: Scale Technology is is a fast-growing managed IT and cybersecurity company in Little Rock, Arkansas. While technology is constantly evolving, we take pride in their ability to stay ahead of the curve.

About the Role:

The Level 1 Technician partners with our accounts to understand their needs, resolve tickets, and provide a high level of customer service. In this role, you will be the first point of contact for our clients’ reactive needs, troubleshooting technical issues and providing efficient resolutions to ensure client satisfaction. This is an excellent opportunity to grow your IT skills in a supportive and fast-paced environment.

The ideal candidate is a customer-obsessed problem solver, eager to build, willing to work with cross functional teams, and is motivated to grow.

What You'll Do...

• Triage Incoming Requests: Evaluate the priority of incoming client requests. Categorize and identify potential solutions. Escalate requests to the appropriate team or individual when necessary
• Data Capture: Collect and document all relevant information about the client’s issue. Include details about the client’s environment and the history of the issue. Ensure all information is accurately logged in the ticketing system for effective resolution
• Process Management: Track and update client requests promptly. Set clear expectations with clients regarding timelines and next steps. Follow up to ensure requests are resolved efficiently
• Metrics Tracking and Reporting: Monitor response and resolution time data. Contribute to metrics such as Reactive Hours per End User per Month (RHEM).
• Closing Simple Tickets: Resolve technical issues or routine requests. Provide basic information to clients to address their needs
• Detail-Oriented and Organizational Skills: Maintain accurate documentation of client requests and resolutions. Track progress and ensure follow-up on pending tickets is completed in a timely manner. Stay organized to manage multiple tasks effectively
  
  
  

Preferred Qualities:

• Basic knowledge of Windows and Mac operating systems.
• Familiarity with Office 365 and common business applications
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP).Experience with ticketing systems (e.g., ConnectWise, Autotask)
• Excellent verbal and written communication
• Strong problem-solving skills and attention to detail
• Ability to work independently and as part of a team.1 year of experience of IT support
• High school diploma or equivalent (Associate’s degree or technical certifications preferred)
  
  
  

Details

• Pay: $15/hour
• Schedule: 40-hour week: typically 8 a.m. - 5 p.m. Monday-Friday
• Length of Internship: 3 months
• Location: On Site in Little Rock. Due to funding - Intern must be located in Jefferson County
  
  
  

How does the interview process work? Apprenticely will conduct an initial phone interview and assessment. Apprenticely will send selected resumes to companies that match the candidate’s skills and interests. Our employer partners will decide who to interview and select the final candidates for the internship program.

Meet the Apprenticely team and join our upcoming virtual webinars via zoom; dates and details are on our events page.

Check out our YouTube page for past webinars and career tips!

Learn more about us @ www.acds.co & LinkedIn, Facebook, Instagram & Twitter

The Arkansas Center for Data Sciences dba Apprenticely will not discriminate against apprenticeship applicants or apprentices based on RACE, COLOR, RELIGION, NATIONAL ORIGIN, SEX (INCLUDING PREGNANCY AND GENDER IDENTITY), SEXUAL ORIENTATION, GENETIC INFORMATION, OR BECAUSE THEY ARE AN INDIVIDUAL WITH A DISABILITY OR A PERSON 40 YEARS OLD OR OLDER. Apprenticely will take affirmative action to provide equal opportunity in apprenticeship and will operate the apprenticeship program as required under Title 29 of the Code of Federal Regulations, part 30

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