NIS Helpdesk Intern
NIS Helpdesk Intern
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Job Description
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 organizations goals and objectives
- Proficient in written and oral communication skills
- Basic interpersonal skills with a focus on rapportbuilding listening and questioning skills
- Proficient documentation skills
Essential Functions of Position:
The Helpdesk Interns 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.
- Field incoming help requests in person and via tickets telephone and email in a courteous manner request basic troubleshooting details and escalate to a technician when necessary
- Document all pertinent end user identification information including name department contact information and nature of the problem or issue
- Build rapport and elicit problem details from help desk customers
- Record track and document local help desk requests and any problemsolving actions taken to final resolution
- Ability to apply troubleshooting skills and methods to support issues
- Access software updates drivers knowledge bases frequently asked questions and related resources to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organization
- Assist with installing and deploying hardware upgrading software and configuring systems and applications
- Contribute to the development of help documents for problem resolutions including HowTo instructions standard solutions and FAQ lists for end users
- Update network documentation as directed by the support team upon completion of projects
- Maintain monitoring system for networks and server infrastructure
- Adhere to regular and dependable attendance
- Other duties as assigned
Physical Requirements:
Never
Occasional
Frequent
Constant
0
132
3366
67
Standing
X
Walking
X
Sitting
X
Bending/Stooping
X
Reaching/Pushing/Pulling
X
Climbing
X
Driving
X
Lifting 50# max)
X
Carry 25 feet)
Manual Dexterity Tasks
X
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.
Required Experience:
Intern
Employment Type
Part-Time
