Enterprise Intern

Position: Enterprise Applications Intern
Summary:The Enterprise Applications Intern will support Tier 1 operations for enterprise systems, assisting with ticket intake, documentation, access validation, and routine support tasks. This role provides timely responses to user inquiries, escalates issues as needed, and contributes to system reliability, audit support, and documentation improvements while gaining hands-on experience in enterprise applications and service management.

Compensation: The starting pay range for this position is $20-$22 per hour.

Essential Duties and Responsibilities

Tier 1 Intake, Triage, and Support Hygiene

• Review of newly assigned Fresh Service tickets for initial triage
• Validate ticket completeness, including system identification, college, screenshots, IDs, and clear issue descriptions
• Apply appropriate categories, subcategories, and priority levels
• Request missing or clarifying information using approved response templates
• Maintain accurate ticket notes and status updates
• Close stale or inactive tickets with appropriate approval
• Route tickets to the correct resolver group when Enterprise Applications is not the appropriate owner

Tier 1 Enterprise Applications Support

• Respond to Tier 1 and access-related questions using approved knowledge articles
• Perform Tier 1 system checks to verify issues or confirm configuration states
• Provide supervised support for Tier 1 issues related to:
• Learning Management Systems (LMS)
• Anthology Web Client
• Info Zone / Share Point
• Adobe Products (Sign and Acrobat)

Adobe

• Create and update Adobe Sign templates based on documented business requirements
• Adobe Acrobat account management
• Assist with auditing existing Adobe Sign templates for accuracy, usage, and relevance

Info Zone & Knowledge Management

• Handle Tier 1 Info Zone tickets, including navigation assistance, broken link review, and basic content validation
• Create and update knowledge base articles in Fresh Service and/or Info Zone
• Covert repeat ticket resolutions into documented, searchable knowledge resources
• Update screenshots, formatting, and clarity of existing documentation to improve usability

Software & Access Audits

• Assist with periodic software and access audits, including:
• User access validation
• License usage and assignment reviews
• Identification of inactive, duplicate, or outdated accounts
• Compile audit findings and summary reports for review by the Enterprise Applications team

NOTE:

Employee may be asked to perform job-related tasks other than those specifically stated in this description. The duties and responsibilities are carried out in a manner that is consistent with the mission, values and operating principles of San Joaquin Valley College, Inc.

Supervisory Responsibilities: This position has no supervisory responsibilities.

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

Core Competencies:

Integrity - Acts in a way that demonstrates personal integrity; serves as a positive example of why others should trust the motives of the organization; views self as a reflection of the organization by following through on commitments and accepting ownership of mistakes; leaves others with the clear impression that integrity is a core organization value.

Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Organization Support - Follows policies and procedures; completes projects and tasks correctly and on time; supports organizations goals and values.

Communication - Communicates effectively and appropriately; uses good judgment as to what to communicate to whom as well as the best way to get that accomplished; speaks in clear and credible

manner, selecting the right tone for the situation and audience; listens to others and allows them to make their point.

Job Competencies:

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Technical Skills
-Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group…