IT Helpdesk Specialist - Intern

Description

Primary Purpose

The Helpdesk Specialist will be the first line of contact for staff across the company seeking help with their technology. This role is responsible for answering incoming calls to the IT Department, performing initial troubleshooting over the phone and resolving the issue if possible. The Helpdesk Specialist will generate tickets for all incoming calls and escalate the unresolved tickets to appropriate team members.

Essential Duties and Responsibilities

•  Manage all user lifecycle tickets.
•  Be professional and courteous with all communication through email, chat, ticket, phone, and in person.
•  Ability to translate technical jargon into language understood by the customer.
•  Utilize the ticket system for recording work and monitoring ticket status and queues.
•  Follow recorded documentation to consistency in tasks.
•  Assist in projects by performing assigned tasks on schedule.
•  Collaborate with team members to troubleshoot issues.
•  Follow asset tracking and compliance procedures.

Other Duties and Responsibilities

•  Comprehensive knowledge of the products Country Supplier sells.
•  Perform daily cleaning – such as, but not limited to, vacuuming, replacing full trashes with new trash bags, and sweeping.
•  Other duties assigned as needed.

Qualifications

•  Excellent communication skills.
•  Strong troubleshooting skills.
•  Experience with Windows and MacOS.
•  IT Certifications such as A+, Modern Desktop Administrator, ITIL, etc preferred.