Information Technology Summer Student
Information Technology Summer Student
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Salary Not Disclosed
1 Vacancy
Job Description
The IT Summer Student will assist with hardware asset replacement (deployments decommissions and inventory) activities. The student will be a part of the team of IT support professionals that work directly with clients as a first point of contact for issues and service requests. This position will be responsible for receiving prioritizing documenting and actively resolving enduser issues and escalating these issues when considered appropriate to maintain service level expectations.
KEY DUTIES AND RESPONSIBILITIES
Hardware Asset Lifecycle Management (60%)
- Unbox and prepare hardware assets such as Laptops iPads Monitors and other devices.
- Follow set process and procedure to ensure a consistent deployment to users.
- Maintain asset records accurately in our ITSM system (inventory management).
- Provide training and support when transitioning end users to new devices.
- Decommission end user hardware marked for disposal.
- Follow asset decommissioning procedures to ensure data security and asset record integrity.
Issues and Service Requests Supports (30%)
- Ensurecourteous timely and effective resolution of enduser issues as the first point of contact for incoming support requests to the Service Desk via telephone web portal email and chat.
- Respondto support requests for a variety of devices at primary and remote offices.
- Performonsite analysis diagnosis and resolution of computer problems for end users recommends and implement corrective solutions.
- Buildrapport and elicits problem details from service desk customers to anticipate appropriate resources needed for resolution.
- Prioritizeincidents and service requests according to defined processes to meet defined Service Level Agreement (SLAs).
- Record track and documentthe service desk incidents including all successful and unsuccessful decisions made and actions taken through to final resolution.
- Useremote tools and diagnostic utilities to aid in troubleshooting.
- Testfixes with customer to ensure an incident has been adequately resolved before closing the service request.
- Supportvarious mobile devices including Apple and Android devices.
Other Related Duties (10%)
- Identifiy and learnappropriate software and hardware used and supported by the organization.
- Participatein endpoint related projects.
- Alertmanagement to emerging trends in incidents.
- Escalatecomplex issues to senior technicians.
- Adhereto applicable responsibilities and accountabilities as outlined in the Sturgeon County Health and Safety Management.
KNOWLEDGE EDUCATION QUALIFICATIONS SKILLS ABILITIES AND EXPERIENCE
The following are required in this position:
- Knowledge of basic computer hardware and software and network infrastructure.
- Working knowledge of a range of diagnostic utilities.
- Combination of equivalent education and/or experience will be considered.
- Enrollment or completion in a postsecondary ITrelated program.
- Valid class 5 drivers license.
- Ability to work in a team environment or independently with the ability to take initiative and be selfmotivated and demonstrate a commitment to continual learning.
- Exceptional interpersonal skills with a focus on building rapport listening and questioning skills.
- Strong organizational and time management skills with the ability to set and manage among conflicting priorities while meeting deadlines.
- Ability to research and analyze a wide range of computing issues including applying problem solving skills and ability to provide recommended solutions.
- Ability to absorb and retain information quickly and present ideas and instruction in userfriendly language.
- Attention to detail and accuracy when completing work.
- Exceptional customer service orientation and experience working in a teamoriented collaborative environment.
The following are considered assets or preferences in this position:
- Familiarity with the fundamental principles of ITIL considered an asset.
- Certifications in Microsoft technology (Windows Azure M365 etc.) considered an asset.
- Experience in a municipal environment is an asset.
- Prefer a minimum of 2 years education and/or experience in: (application support including Office 365 or desktop and server operating systems including Windows Server / Windows 10/Windows 11.)
Employment Type
Temp
