IT Help Desk Intern

George J. McMonagle Administration Building, Cleveland, OH, USA The Help Desk Intern provides first-line technical support to employees by troubleshooting computer systems, software applications, and related technology through phone, email, or in-person assistance. This role requires strong customer service skills, critical thinking, and the ability to ask targeted questions to identify issues and deliver effective solutions promptly. Key responsibilities include documenting technical issues and resolutions, assisting with the setup and onboarding of new hardware and software, and ensuring all systems operate efficiently. The intern will assist with various projects throughout their assignment, including, but not limited to:

RESPONSIBILITIES

IT Help Desk First Level Support Perform first-level technical support of enterprise applications through analysis, review, and enhancements to increase operating efficiency, or adapt to new requirements Assist in identifying, researching, and resolving technical incidents and problems to minimize disruption to the user's business operation. Assist in documentation of resolutions for knowledge capture and management. Assist in analyzing and responding to telephone calls, e-mails and personnel requests for technical support. Assist in developing and maintaining positive customer relations and satisfaction through quality inquiry and understanding of the customer’s needs. Assist in providing basic training on standard hardware and District software applications for end-users. Apply methodology for all assignments and end-user interaction. Work Order Creation and Dispatching Ensure Accurate interpretation and recording of information into Help Desk tracking system and efficiently dispatch and route Help Desk tickets Assist in collecting and evaluating information by listening and asking customers questions to determine staff resources, technical support level, priority levels and dispatch criteria. Assist in entering information into the Help Desk tracking system, as well as ensuring Help Desk tickets are efficiently dispatched and routed. Assist in scheduling internal staff resources as well as Outsourcer Technician activities. Ensure that the Help Desk Service Level Agreement is being adhered to. Assist in performing and coordinating documentation, tracking, escalating, and monitoring service requests, to ensure a timely resolution. IT hardware and software asset management, procurement and deployment Support the maintenance of inventory data from software and hardware acquisitions and deployments. Assist in researching the procurement of new technology. Assist in accurately recording inventory data and documentation for deployment of hardware and software. Assist in the basic training of standard hardware and District software applications for end-users. Run customized reports and analyze as needed. Navigate, execute, input, edit, obtain, maintain, and/or generate information from Help Desk software applications. IT Desktop Support Provides technical support for end-user computer equipment Performs installation, implementation, testing, and maintenance of end-user computer equipment and software. Provides basic installation and maintenance of desktop peripherals including printers, scanners, and other miscellaneous equipment. Images desktops and laptops Assists in hardware and enterprise application rollouts.

MINIMUM JOB REQUIREMENTS

EDUCATION

Academic Status/Standing: Candidate must be currently enrolled in school or must have graduated within 24 months from the date of application. Field of Study Declared Majors: Computer Science, Information Technology or a related field of study. Degree Program Levels Associate Degree Bachelor Degree (Freshman - Senior) Master/Doctoral Degree

OTHER REQUIREMENTS

Candidate must be able to commit to a fixed-term assignment of 12 months with an option to extend at NEORSD’s discretion. Candidate must possess a valid driver's license with a driving record in accordance with the District's acceptable guidelines. Pay Range: USD, Commensurate based on level of education Our Employee Benefits & Wellness Programs We offer a comprehensive employee benefits package including Health Insurance Coverage, Various Retirement Planning Options (Ohio Public Employee Retirement System and Deferred Compensation Plans), Flexible Spending Accounts, Employee Assistance Program, Free Parking at our facilities, Corporate Discounts, and more! We also have an active Health & Wellness Program that promotes a life/work balance. NEORSD supports the use of hybrid work as a way to help attract and retain talented individuals in public service, increase worker productivity and better prepares the agency to operate during emergencies. This position may be authorized for hybrid work. Hybrid eligibility will be discussed during the interview process. DISCLAIMER: The information outlined in this job description indicates the general nature and type of work performed by employees within this classification. It is not intended to provide a comprehensive inventory of all duties, responsibilities or competencies required of employees within this classification. This internship is a temporary position, this position comes with no express or implied guarantee of future employment beyond the assignment period. This position is governed by all applicable NEORSD administrative policies, practices and procedures related to temporary employees. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr NEORSD