IT/Helpdesk Internship

Description

IT/Helpdesk Intern

Batavia, NY

Description

Job Title: IT/Helpdesk Intern

Reports To: IT Manager

FLSA Status & EEO Code: Non-Exempt & Professional

Division/Department: GHM/IT

Level of Work: I

Position Summary: The IT/Helpdesk Intern is responsible for the configuration, operation, and maintenance of client-based computer systems and provides technical support to end-users. This role involves installing and configuring hardware and software, troubleshooting technical issues, managing user accounts, and ensuring the effective use of IT resources. Support Cyber Security and compliance projects and initiatives as needed. The Intern will also contribute to maintaining programs and small projects as needed

Key Results Areas by level of work: 

Level I: Quality – Complete and accurate work performed efficiently

Production quality and efficiency using appropriate tools and equipment, qualified to perform special processes as needed

a. System Configuration and Installation:

• Manage the configuration and operation of client-based computer operating systems.
• Install system images and verify that security software is installed and configured
• Install and configure computer, printers, and other peripherals
• Install and test computer related equipment

b. User Account Management

• Create, change & delete user accounts per request

c. Helpdesk Support and Troubleshooting:

• Provide helpdesk support by troubleshooting and resolving helpdesk tickets or escalating to IT Management as appropriate
• Diagnose and resolve end-user network or local printer problems, PC desktop and laptop hardware/software problems, e-mail, Internet, and local-area network access problems.    

d. Get involved in special projects: Contribute to unique initiatives and gain additional experience.

e. Desire to learn and grow in a manufacturing industry.

f. Cyber security

g.  Support table top exercises

h. System security plan documents

i. Monitor cyber security programs

j.  Other projects as needed

Follow instructions – oral and/or written

a. Can properly read and follow instructions given.

b. Performs other duties as assigned by the IT Manager, or his/her designate in area of study.

Safety & housekeeping

a. Maintains a clean work area with no clutter.

b. Practices safety at all times while at work.

c. Follows safety policies and procedures and speaks up when others are non-compliant.

d. Wears all safety equipment when in the shop area.

Continual Improvement suggestions

a. Keeps an open mind to others continuous improvement suggestions.

b. Bring continuous improvement suggestions to the appropriate team member.

Professional Development 

a. Demonstrates initiative, positive attitude, and enthusiasm for the job.

b. Will follow up with supervisor on professional development goals and opportunities.

c. Takes an interest and lets it be known that they have a desire to grow with the company.

Qualifications: 

To qualify for this position, an individual must possess the knowledge, training, experience and abilities required. 

Education and Training

· High School Diploma and/or GED

· Some college

· Preferred Technical Trades School in Computer Science

Experience: 

· 0-2 years of desktop support or related experience.

Other: 

· Must be willing to over overtime as required

Skills: 

To perform the job successfully, an individual should demonstrate the following competencies: 

1. Must have proficiency in MS office applications including spreadsheet, enterprise resource planning, database, and specialized application software (as relevant to the role, e.g., helpdesk ticketing systems).

2. Ability and willingness to abide by set policies and/or safety programs established by the company.

3. Strong written and verbal communication skills required.

4. Strong organization and time management skills.

5. High attention to detail.

6. Ability to successfully plan and implement objectives within established timelines and work schedules (for assigned tasks).

7. Ability to analyze problems and develop effective solutions at a functional level.

8. Demonstrate behavior consistent with company values.

9. Ability to work independently, with minimal direction as a highly motivated self-starter and within a team-oriented culture.

10. Exhibits polite and professional communication via phone, e-mail, and mail.

11. Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.

12. Ability to operate cross-functionally within the organization (for issue resolution).

13. Ability to read technical documentation related to hardware and software.

14. Ability to define problems, collect data, establish facts, and draw valid conclusions.

15. Demonstrates pride in workmanship and commitment to continual quality improvement; maintains a clean, organized work area.

16. Adheres to safety and regulatory program requirements, policies, and procedures; promptly reports safety/health concerns; utilizes personal protective equipment as required. 

Physical and Mental Demands:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Physical demands: While performing the duties of this position, the incumbent is primarily required to sit, stand, walk, stoop, and bend. Required to speak and communicate clearly with others. 

· Mental demands: While performing the duties of this position, the incumbent is required to read, write, analyze data and reports, exercise judgment, develop plans, procedures and goals, present information to others and work under pressure.

· Work Environment: job primarily operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. May occasionally involve working in areas with computer equipment.

Work Authorization

Must be able to work in the U.S without sponsorship. 

This job description is not all inclusive but rather serves as a general guideline of the current needs of the position and can be modified at the discretion of management to meet current business needs. Experience and education requirements are the primary basis for awarding this position, however substitutions that are essentially equivalent may be made as they relate to the essential functions, duties, and responsibilities of