Help Desk Specialist Intern

This position is a paid Internship and requires the candidate to currently be enrolled in an accredited industry trade certification, college, or university program. This position requires that the candidate work onsite at our facility in Prescott, AZ and is not eligible for remote work.

This position must meet Export Control compliance requirements, therefore a "US Person" as defined by 22 C.F.R. § 120.15 is required. "US Person" includes US Citizen, lawful permanent resident, refugee, or asylee. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Canyon Aero Connect stands as one of the world's leading suppliers of avionic-standard aircraft communications, navigation and audio/intercom systems. Canyon's products have been widely adopted and proven in-service across a wide range of civilian, paramilitary and military fixed-wing and rotorcraft applications. Over the years, we've become known as the benchmark in aircraft tactical communication and audio equipment for Air Ambulance, Law Enforcement, SAR, EMS, Electronic News Gathering, Military and Marine applications.

Products include digital and analog radio/audio management systems, Tac/Com, VHF/UHF radio systems, intercoms, data interface accessories, and aural warning.

Role purpose (position scope):

Intern works together with the IT team resolving technical problems and answers queries by telephone in support of internal and/or external customer computer hardware, software ,network and telecommunications systems. Responsible for acting as an escalation point for advanced or difficult help desk requests, working and managing IT projects for internal customers.

Key Responsibilities:

* Provide on-site support services to user base

* Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.

* Maintains and updates records and tracking databases.

* Alerts management to recurring problems and patterns of problems.

* Recording, tracking, and documenting the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to final resolution

* Applying diagnostic utilities to aid in troubleshooting

* Accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

* Performing hands-on fixes at the desktop and server level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

* Escalating problems (when required) to the appropriate personnel

* Testing fixes to ensure problem has been adequately resolved

* Developing help sheets and FAQ lists for end users

* Collaborating with escalation points to manage end-user expectations

* Creating and maintaining documentation for common procedures and processes

* Provide basic application training when necessary.

* Assisting in IT projects such as server and mass desktop deployments

* Comply and uphold Canyon Aero Connect SHE policies and standards.

* Comply with the Canyon Aero Connect Code of Business Conduct and Ethics

* Other duties as assigned by manager

Core Competencies:

Experience with :

* Microsoft Office 365

* Microsoft Windows 10/11

* Microsoft Server 2012 Onwards

* Linux OS

* Networking (Switches, Vlans)

* Microsoft Active Directory & Group Policy

* Ability to effectively prioritize and execute tasks in a high-pressure environment

* Knowledge of TCP/IP networking concepts, LAN and WAN topologies.

* Familiarity with Virtual Hypervisors including VMWare vSphere

LEVEL MINIMUM EDUCATION & EXPERIENCE - High School diploma (or equivalent) and 4 years of related experience, or Two-Year Degree and no experience.

* Certificates in the following are a plus:
Network+, MCSA, MCSE, A+, VCP, CCNA

* Managed Service Provider experience, preferred

* Cisco, Palo Alto and VMware experience or certification, preferred

Supervisory Responsibilities:

No direct reports

Physical Demands:

* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

* Tasks involve light physical effort in sedentary to light work; may involve some lifting, carrying, pushing and/or pulling of objects or materials (5 - 10 lbs)

* Tasks may involve extended periods of time at a keyboard or workstation.

Work Environment:

* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* While performing the aforementioned job duties, the employee mainly works in an office setting; that is relatively quiet and has temperature control systems.

This job description is not intended to be all inclusive of every job…