IT Intern Onsite Support Specialist

Summary:

As a member of the DHA IT team, the Onsite Support Specialist is considered a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. Onsite Support is the main point of escalation for the resolution of desktop or laptop related incidents, service requests, and connectivity issues. The Onsite Support Specialist also enforces DHA's desktop and laptop policies and procedures.

Essential Responsibilities and Duties:

• Provides investigation and diagnosis
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per help desk procedures
• Communicates with client regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Complies with Quality Health Safety Environment (QHSE) and IT policies
• Liaises with clients, other DHA IT support groups and 3rd party providers when necessary
• Performs staging of PCs
• Performs IMAC (Install, Move, Add and Change)
• Conducts hardware and software maintenance and support
• Troubleshoots and resolves PC incidents and/or VIP requests
• Coordinates with Service Desk for hardware repair
• Assists DQ Server Team when server maintenance is required
• Creates/maintains documentation on IT Glue
• Special events coverage
• Connected Backup client support
• Local network support and/or assists centralized Network team
• hardware/software selection, procurement, setup, installation, configuration, upgrades,
• monitoring and troubleshooting
• user account creation/deletion and file permissions
• Backup management and maintenance

Key Competencies:

• Windows system administration
• Strong Troubleshooting Skills
• Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner
• Self-motivated team player with excellent interpersonal and communications skills.
• Able to effectively interface with customers, vendors, and Network Services.

Education and Experience

Associates Degree in Information Technology or certification in the IT field; 1 year of experience with Microsoft Office Suite, Office 365 and Microsoft Windows 7 & Windows 10. A combination of education and experience may be considered.

Benefits:

• Health Insurance
• Dental
• Vision
• Life & Disability Plans
• Flexible Spending Account
• EAP
• Paid Leave
• Retirement plans