SOTG Help Desk Intern

Job Description:

We are seeking a motivated and eager-to-learn Help Desk Intern to join our team. As a Help Desk Intern, you will assist in providing technical support to our users while gaining valuable experience in IT operations. You will work closely with our Senior Technical Analyst and MSP for managed Help Desk Services and IT team to resolve technical issues and contribute to the smooth functioning of our organization.

Responsibilities:

• Assist in responding to user inquiries and providing technical support via various channels such as tickets, phone, email, or chat.
• Help diagnose and troubleshoot hardware, software, and network-related issues reported by users.
• Support the escalation of complex problems to appropriate IT personnel or vendors and follow up to ensure timely resolution.
• Maintain accurate records of help desk interactions under the guidance of senior help desk staff.
• Assist in installing, configuring, and updating software applications and operating systems on user devices.
• Help with the setup and configuration of user accounts, email accounts, and other access-related permissions.
• Collaborate with other IT team members to identify recurring issues and assist in the development of knowledge base articles and self-help resources.
• Assist with projects and complete project tasks as assigned

Skillset:

• Basic technical knowledge and interest in troubleshooting hardware, software, and network-related issues.
• Strong problem-solving and analytical skills to learn how to diagnose and resolve technical problems.
• Good customer service skills with the ability to communicate technical concepts to non-technical users.
• Familiarity with help desk software and remote support tools is a plus.
• Knowledge of Windows operating systems and common software applications.
• Basic understanding of network protocols, network troubleshooting, and TCP/IP concepts.
• Interest in learning about Active Directory, user account management, and email systems.
• Ability to work under guidance and manage multiple tasks while maintaining attention to detail.
• Strong organizational and time management skills to prioritize tasks effectively.
• A continuous learning mindset to adapt to evolving technologies and industry trends.