IT Helpdesk Intern

Holland LP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, citizen status, religion, ancestry, national origin, age, disability, sex, marital status, military status, pregnancy, sexual orientation or any other basis prohibited by applicable federal, state or local employment laws or regulations in every location in which the company has facilities.

The Intern’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

• Field incoming help requests from end users via telephone, walk-up, help desk ticket and e-mail in a professional and courteous manner
• Provide excellent customer service while assisting end users and offering basic technical guidance and training as needed.
• Create help desk tickets and document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Assist with managing user accounts, password resets, and access permissions in accordance with company policies.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution
• Identify & learn appropriate software and hardware used & supported by the company
• Troubleshoot and resolve hardware and software issues involving PCs, laptops, printers, mobile devices, and business applications through hands-on support and system configuration.
• Test fixes to ensure problem has been adequately resolved
• Escalate unresolved or complex issues to senior Help Desk personnel or specialized IT teams as appropriate.
• Perform post-resolution follow-ups to help requests
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• All other duties as assigned

• Sitting for extended periods of time
• Bending & kneeling when working at a users' workstation
• Vision must be sufficient to clearly see a computer screen and reading materials
• Hearing must be sufficient to engage in conversations with users, whether on the phone or in person
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
• Lifting and transporting of moderately heavy objects – 15 to 30 pounds, such as computers and peripherals
• Ability to travel up to 20% of the time between office locations
• Ability to work overnight shifts when needed

• Majority of time is spent in an office/home environment; however, there may be occasional work in computer lab, shop or field environment

• High School Diploma or equivalent Required; some college preferred
• Bi-lingual in English and Spanish a plus
• Computer aptitude and experience with Microsoft Operating Systems, Microsoft Office 365 applications, and IOS devices
• Knowledge of basic computer hardware
• Positive attitude & strong work ethic
• Exceptional customer service orientation with the ability to work effectively in a team environment
• Exceptional written and oral communication, and willingness to share knowledge with co-workers and end users
• Ability to think logically and creatively.
• Strong troubleshooting, problem-solving, and analytical skills.
• Ability to effectively prioritize and execute tasks on the fly
• Must maintain a valid driver’s license and abide by our Corporate Fleet Policy
• Ability to successfully complete all pre-employment testing required by Holland L.P.

Disclaimer
This job description is not intended to be an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Management reserves the right to revise this job description at any time to add or remove tasks as circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).