IT Support Technician Co-op

Position Summary

The IT Support Technician Co-op will provide front-line help desk support to users while gaining hands-on experience in troubleshooting hardware software and network-related issues. This role offers the opportunity to develop technical problem-solving and customer service skills through real-world IT support activities under the guidance of experienced IT professionals.

Principle Responsibilities

• Receive and prioritize trouble tickets calls and emails from users. Create and manage trouble tickets ensuring all issues are tracked and resolved.
• Troubleshoot and resolve basic technical problems including login issues printer problems and standard application support.
• Escalate unresolved or complex issues to appropriate IT personnel.
• Provide end-user guidance on proper use of systems applications and equipment.
• Document all incidents requests and resolutions accurately in the ticketing system.
• Maintain clear communication with users regarding issue status and resolution timelines.
• Ensure tickets are updated categorized and closed in accordance with IT standards.
• Assist with basic PC setup peripheral installation and equipment swaps as needed.
• Keep management informed of recurring issues trends or significant user-impacting problems.
• Participate in team meetings and training as required.
• Cross training as required by management.
• Perform other duties as assigned.

Skills Required

• Strong interpersonal oral and written communication skills.

• Strong organizational skills and attention to detail.
• Basic knowledge of PC hardware Microsoft Office applications and Microsoft Windows operating systems.
• Ability to follow documented procedures and troubleshoot using knowledge base resources.

• Integrity with ability to keep information confidential.

Education

• Currently pursuing a degree or certificate in Information Technology preferred.
• Associate degree in Information Technology preferred.
• A certification preferred.
• Ongoing learning to stay current with technologyrequired.

Duration and Schedule

• The work schedule is 29 hours per week. Additional hours including overtime when applicable may be available based on workload and operational needs.
• This is a temporary co-op position. The duration of the assignment is currently undetermined and will be based on business needs and program requirements.

Work Experience

• 12 years of technical support or customer service experience preferred.

Required Experience:

IC