IT Tech Specialist Intern

Job Description

Job Description

The IT Tech Specialist Intern responds to Helpdesk walk-in, telephone or e-mail inquiries in order to help employees troubleshoot and resolve their immediate IT problems. Generate a work order for all help desk requests; prioritize and assign work orders. Recognize problems that will require further evaluation and forward these work orders to the next level of support. Understands and supports key company applications.

Qualifications :

Associate’s Degree in information technology field with a minimum of two years’ related experience or equivalent combination of education and experience required. A strong technical understanding of the various hardware, software, and networking systems being supported is required. Must be proficient in Microsoft Office, Windows 10, Active Directory (on premises and Azure), NTFS file shares and permissions, Must be able to manage the IP Office Manager for our PBX; Chronicall Call recording, Maas360 for Mobile Device Management, Excellent problem-solving, customer service, and communication skills necessary. Must have a strong knowledge of desktop and laptop hardware troubleshooting. Previous helpdesk experience preferred. Must be Microsoft A certified, Microsoft Systems Administrator (MCSA) certification preferred or comparable training. Attendance is a condition of employment.

Key Result Areas :

Be familiar with key agency applications and basic trouble shooting.

Support users needing password resets and help working with Single Sign On and Multi Factor Authentication.

Created and maintain systems documentation for access and recovery.

Take helpdesk telephone or e-mail inquiries; troubleshoot and manage hardware, software, or network problems that can be resolved in less than 60 minutes. Maintain strict security on all systems at all times.

Recognize problems that will require further evaluation and forward these work orders to the next level of support. Serve as main resource to Helpdesk Support.

Log phone call inquiries and resolutions into Service Desk ticketing system. Maintain user accounts in Active Directory including building new hire accounts and term / archive old user accounts. Maintain strict NTFS group permissions in Active Directory pertaining to all folder shares and computer access.

Determine whether issue can be resolved over the phone or by e-mail. Generate a work order for all help desk requests; prioritize and assign work orders to respective technician or engineer.

Maintain 400 cellular lines including iPads and MiFi devices. Iphone and Ipad familiarity along with Apple Store and Maas360.

Procure IT hardware and Software

Analyze and identify trends in issue reporting and make recommendations for preventative solutions. Responsible for managing the day-to-day operations of server hardware applications, updates, configuration changes, back-ups, and server security. Monitor and review server logs for errors or discrepancies. Troubleshoot and resolve routine server issues. Work with Managed Services Provider to resolve complex server problems. Monitor network for performance and report possible issues. Forward complex network problems to Director of IT and Informatics.

Show initiative, and creative thinking to recommend to Director of IT and Informatics hardware or software to evaluate, test, and implement new technology that will improve computer environment performance and stability. Identify and recommend appropriate changes to server to improve performance, reliability and availability.

Objective must be towards the overall computer network security and stability to achieve 99.9% uptime for each year of all computer systems.

Maintain a high level of urgency, customer consciousness and service excellence.

Fulfill all responsibilities related to the success of the strategic plan of the organization, as requested and assigned.

Be part of a rotating on-call schedule.

Participate as an active supporter of the Treasure Coast Hospice compliance program, including an emphasis to report, as well as complying with all Federal, State and Local laws as well as the organization’s compliance program.

OSHA Category :

Position will be categorized as category III (involves no routine or potential exposure to blood, body fluids / tissues).

Working Conditions :

Typing or otherwise working primarily with fingers rather than with the whole hand as in handling.

Sedentary – Exerting up to ten pounds of force occasionally and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria met.

The work is required to have close visual acuity such as / preparing and analyzing data and figures; transcribing, viewing a computer terminal; extensive reading.

Additional Information :

Incumbent may be required to perform emergency duty before, during and / or beyond normal work hours or days in the event of an emergency, crisis situation or disaster (man-made or natural) including evacuation sites. The person in the position will work in a smoke-free location and is expected to adhere to all smoking restrictions.

EEO / Drug Free Workplace