Intern - IT Technical Support

Job Description

IT Technical Support Internship (Hybrid)

Corporate Area: Technology and Operations

Department: Information Technology

Status: Internship/Full-Time/Hybrid or Remote?

Supervisor Title: Director, Service Desk

Time Commitment: 35 hours/week, June 2023 – August 2023

Compensation: $15/hour for undergraduate students, $17/hour for graduate students

Position Overview:

The IT Technical Support Intern will work closely with our Service Desk Specialists who interact with end-users to provide technical support in response to application or system issues. They will deal directly with end-users primarily by telephone or electronically, and sometimes face-to-face. They provide the first level of contact and respond to requests for general IT support- logging problems, generating trouble tickets, diagnosing, and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise.

Key responsibilities will include, but are not limited to:
• Asks pertinent questions to obtain all relevant information for capture in systems.
• Communicates with others involved in resolving end users issues, often summarizing information and describing steps taken to address end user issues.
• Seeks out confirmation that messages, information, and communications have been received and understood.
• Provides follow-ups and updates to all parties when information or situations change.
• Communicates effectively and seamlessly across all communication channels (written, and verbal).
• Ensures that the issue or problem is understood and accurately captured.
• Uses various techniques to understand and decompose issues/problem to identify symptoms and root causes.
• Triages and escalates issues when appropriate.
• Diagnoses user problems relying on predefined knowledge base and scripts.
• Assists user with recovery issues to help return them to productivity as soon as possible.
• Assists with identifying recurring incidents and notifies team members/leaders.
• Follows technical support standards, policies and procedures.
• Collaborates in the establishment of technical support standards and processes.
• Monitors service-level objectives to ensure that requirements are met or exceeded.
• May provide input to analysts for reporting on end-user satisfaction incident/problem metrics.

Requirements for success:
• Enrolled in college level computer science or related program for at least a year.

• CompTIA A+/ Google IT Support Professional certification

Skills the Intern may gain:
• Problem-solving skills
• Analytical skills
• Customer service experience
• Strong understanding of operating systems, software, ticketing systems and devices

PBS is an Equal Opportunity Employer in accordance with the EEOC and the Commonwealth of Virginia.

Jobcode: Reference SBJ-g4qxbq-3-137-170-183-42 in your application.