NANA SHAREHOLDER COLLEGE INTERNSHIP - NANA North Information Technology (IT) Intern Paid Internship

Job Description

Under general supervision, provide technical desktop software and hardware problem resolution to all NDCCG (NANA Development Corporation Commercial Group) computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed. Pass more complex end-user problems on to 2nd level IT support; conduct hardware and software inventory; and perform related work as required. This position does not provide travel or housing for the intern.  No specific major is required for this position.

Internships will run from June 2nd – August 3rd. 

Responsibilities

• Identifies, diagnoses, and resolves Tier-I problems for users of NANA’s computer software and hardware, in a call center environment; communicates solutions to end-users.
• Provides one-on-one end-user problem resolution over the phone or with remote control software on user’s hardware and software.
• Delivers, sets up, and assists in the configuration of end-user computer hardware, software and peripherals.
• Diagnoses and resolves end-user printer problems, computer hardware problems, and e-mail, Internet and local-area network access problems.
• Performs minor desktop hardware repair for computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Assists 2nd and 3rd level IT technicians in creating materials for end-user frequently asked questions (FAQs).

Qualifications

• Applicants must be a shareholder of NANA Regional Corporation, Inc., or a direct descendant of a shareholder. In accordance with NANA's Shareholder Preference Hiring Policy, priority will be given to NANA Shareholder first, followed by shareholder descendants. 
• Must be 18 years or older.
• Must be currently enrolled in college or a vocational school full-time and have completed one semester of postsecondary education. 
• Must be able to provide legal documentation for your eligibility to work in the US
• Desire to work in Information Technology field with High School course work in Information Technology
• Basic technical knowledge of network and PC operating systems.
• Basic technical knowledge of current desktop/laptop hardware, protocols, and standards.
• Basic application support experience with Microsoft software and technologies
• Professional and courteous demeanor at all times
• Excellent written and oral communication skills.
• Excellent interpersonal skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to prioritize and execute tasks in a high-pressure environment.

Working Conditions and Physical Requirements

Weather: Indoors - environmentally controlled; requires most or all work to be done inside.

Noise level: The noise level in the work environment is usually that of a standard office atmosphere.

Description of environment: Office building with standard office environment.

Physical requirements:  Employee is required to occasionally lift and/or move up to 25 lbs. Frequently required to sit, stand, walk, use hands/fingers to handle or feel, climb, stoop, kneel, crouch or crawl, talk/hear, see, taste/smell, and carry weight/lift.

Travel: No

Competencies

Customer Service – Responds promptly to customer needs; solicits feedback to improve service; responds to request for service and assistance; meets commitments in a timely manner.

Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others ideals.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

The position requires reading, detailed work, problem solving, interactions with other companies including other NANA companies, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, will require the employee in the position to manage multiple concurrent tasks, and handle constant interruptions.