Information Systems Help Desk Intern

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The IS Help Desk Intern will provide general support for hardware, software, and connectivity problem resolution to end users by utilizing accepted troubleshooting & diagnostic methods. Primarily, this role will provide superb customer service and clearly communicate technical solutions in a user-friendly, concise, and professional manner. Further, the intern will learn how to work around user experience and provide one-on-one end-user instructions as needed. Additionally, the intern will work in collaboration with other members of the IS team and key vendors to assist in resolving complex technical issues and maintain the highest overall level of support.

The IS Intern will learn the following:

• To configure, deploy and support desktops, terminals, laptops, tablets, smart-phones, desk phones, printers, a/v & presentation equipment, and other peripherals as needed.
• To install and support software, software updates and hosted services.
• Participate in integration testing and deployment of new software on existing and new environments.
• Communicate with users to the status of all tickets and confirming completion via email.
• Timely address, close and/or escalate of assigned tickets with follow through & attention to detail.
• Timely documenting of help desk actions & any and all knowledge base info including project, implementation, change control, log audits & security events.
• Reporting key issue resolution data-points to supervisor.
• Must be able to articulate & effectively communicate IT initiatives to the customers.
• Process ID creation requests for new employees and ID deletions for former employees.
• Provide software training to groups as required.
• Assist with special projects and performs other related duties as assigned by supervisor.
• Understand the changing trends in the field of HIV/AIDS and bring thought leadership to the organization by stimulating dialogue and creative initiatives that lead to effective responses to the epidemic’s challenges.

• Enrolled in post high school program in Computer Science, Electrical Engineering or related area or equivalent experience is required.

Related Skills or Knowledge:

• Strong knowledge of Windows Operating System including Windows 7, 10, and Office 2010, Office 365. Intermediate understanding of Mac OS. Intermediate knowledge of iOS and Android platforms. Working knowledge of Windows Server 2003, 2008 R2 and 2012.R2. Basic understanding of Active Directory including account management & OU assignment. Working knowledge of IP Telephony, preferably Cisco Call Manager & Asterisk platforms. Excellent documentation of procedures. Ability to work with minimal supervision. Excellent time management skills.

Other Requirements:

• Superior communication skills with strong customer focus, and proven experience serving a broad customer base is required.

The following skills are preferred but not required for an ideal candidate:

• Working Knowledge of basic networking principles switching, DHCP, DNS, 802.11b, g, n, ac
• Good verbal, written, and phone communication and interpersonal skills.
• Use of computer software --Microsoft Office Suite including Word and Outlook calendaring, and Excel.

For information on how to apply, go to: GMHC Internship