Wisconsin Economic Development Corporation

Position Description

Position Title:                IT Support Intern

Department:                 Business Information & Technology Services

Reports to:                    Director of IT Infrastructure & Service Desk

Position(s) Sup      e  Position(s) Supervised:  N/A

FLSA Status:                   Non-Exempt

*WEDC is a Wisconsin-based organization, with a remote-work first environment. Remote work is intended to be performed in the State of Wisconsin.

Position Summary

The IT Support Intern is responsible for providing first response/call resolution to WEDC employees in a courteous fashion.  The IT Support Intern receives and responds to staff inquiries and requests for technical assistance, provides possible solutions, and escalates incidents to other IT staff where appropriate.  This position will cultivate a customer friendly atmosphere while providing technical support to WEDC staff.

________________________________________________________________________________________________________________________________

Responsibilities

The IT Support Intern will spend a majority of their time in these activities:

Service Desk

• Provide response/call resolution to WEDC employees in the use of WEDC technology solutions. Use proper judgement to escalate issues. Close issues in a timely manner with proper documentation.
• Cultivate a customer friendly atmosphere.
• Train and support employees in the use of multifunction devices (copiers) and associated systems.
• Act as the first point of contact to respond to operational requests and troubleshoot issues, working with diverse user groups.
• Assist in developing and maintaining documentation on processes, policies, application configuration, and help related materials.
• Manage the WEDC IT Resource check-out pool.
• Support employees in their use of WEDC Unified Communication Systems.

Other IT Functions:

• Document IT standards, configurations and procedures as required.
• Follow policies, procedures and standards to ensure system reliability and accessibility.
• Provide regular and periodic reports on the status of projects, tasks and activities.
• Maintain a program of professional development through appropriate training courses, selected reading, user groups, professional groups, conferences and seminars.
• Other duties as assigned.

________________________________________________________________________________________________________________________________