Help Desk Specialist Intern

This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/7346963 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 AeroConnect SHE policies and standards.
• Comply with the Canyon AeroConnect Code of Business Conduct and
  
  

Ethics

• Other duties as assigned by manager Core Competencies: Experiencewith:
• Microsoft Office 365
• Microsoft Windows 10/11 ```{=html}
  
  

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• 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