IT Helpdesk Intern

Responsibilities

• Receive, prioritize, document, and actively resolve end‑user help requests while ensuring timely and courteous service.
• Escalate incidents when necessary to maintain SLA expectations.
• Prioritize mission‑critical tasks and coordinate system construction/expansion to prevent disruptions to daily operations.
• Field incoming service‑desk requests via telephone and e‑mail, ensuring effective resolution of end‑user issues.
• Document all pertinent end‑user information, including name, department, contact details, and nature of the problem.
• Build rapport and elicit detailed problem information from service‑desk customers.
• Prioritize and schedule problems, and, when required, escalates them to appropriately experienced staff.
• Record, track, and document the entire problem‑solving process, including decisions and actions taken, through final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to assist in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software and hardware, implementing file backups, and configuring systems and applications.
• Install anti‑virus software and ensure virus definitions are up‑to‑date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problems have been adequately resolved.
• Perform post‑resolution follow‑ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end‑user expectations.

• 1–2 years of college coursework with a major related to computer science or a related field.
• Working toward Microsoft O365 Fundamentals certification.
• Knowledge of basic computer hardware, including Dell and Microsoft platforms.
• Experience with some programming language.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, including rapport‑building, listening, and questioning.
• Strong documentation skills.
• Excellent English communication skills.

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation.
• Experience working in a team‑oriented, collaborative environment.

Hourly base salary range for this position in California is $26–38.

Monolithic Power Systems, Inc. (MPS) is an Equal Opportunity Employer and embraces diversity in its employee population. The policy of MPS is to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, special disabled veteran status, marital status, pregnancy, genetic information, or any other legally protected status.