NIS Helpdesk Intern

Educational Service Unit 10 Job Description
Department: Network Information Services
Job Title: Helpdesk Intern
Education Level: High School diploma
Certification/Licensure: none required
Knowledge & Experience:

• Knowledge of basic computer hardware, including desktops, laptops, and mobile devices
• Support experience with Internet applications, computer, and network equipment.
• Familiarity with troubleshooting methods
• Understanding of the organization’s goals and objectives
• Proficient in written and oral communication skills
• Basic interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Proficient documentation skills

Essential Functions of Position:
The Helpdesk Intern’s role is to provide user support for support applications, hardware, and other office related equipment. This includes taking calls and responding to ticket requests both in person and remotely, assisting other technical staff with projects and tasks, troubleshooting, and updating documentation. The helpdesk intern will provide receptionist coverage for the helpdesk and will assist other department staff with technical support when needed.

1. Field incoming help requests in person and via tickets, telephone, and e-mail in a courteous manner, request basic troubleshooting details, and escalate to a technician when necessary
2. Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue
3. Build rapport and elicit problem details from help desk customers
4. Record, track, and document local help desk requests and any problem-solving actions taken to final resolution
5. Ability to apply troubleshooting skills and methods to support issues
6. Access software updates, drivers, knowledge bases, frequently asked questions and related resources to aid in problem resolution
7. Identify and learn appropriate software and hardware used and supported by the organization
8. Assist with installing and deploying hardware, upgrading software, and configuring systems and applications
9. Contribute to the development of help documents for problem resolutions including “How-To” instructions, standard solutions, and FAQ lists for end users
10. Update network documentation as directed by the support team upon completion of projects
11. Maintain monitoring system for networks and server infrastructure
12. Adhere to regular and dependable attendance
13. Other duties as assigned

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Responsibilities and duties assigned are at the discretion of the supervisor.