Help Desk Intern - Four County EMC

Title: Help Desk Intern - Four County EMC

Location: 1822 NC-53, Burgaw, NC

Summary Description:  Provides first-level IT support to end users, ensuring the smooth operation of computer systems, hardware, and software. Acts as the primary contact for Information Systems help desk inquiries, diagnosing and resolving technical issues, and supporting overall IT operations.

Academic and Trade Qualifications: High school diploma or equivalent required; Actively pursuing an Associate’s degree or higher in IT or a related field is preferred.

Work Experience: Strong knowledge of Windows operating systems and common business software applications.  Familiarity with PC, server, printer, and peripheral troubleshooting.  Excellent problem-solving, communication, and interpersonal skills.  Ability to work both independently and collaboratively in a team environment.

Responsibilities:  

• Technical Support & Troubleshooting (~60%)
  • User Support:
    • Respond to user inquiries via tickets, phone, email, and in-person.
    • Diagnose and troubleshoot issues with desktops, laptops, printers, scanners, and other peripherals.
    • Assist end users with software installations, configurations, updates, and account management (e.g., password resets).
  • System Monitoring & Maintenance:
    • Monitor system performance and ensure optimal functionality of computer resources.
    • Support preventative maintenance on PCs, servers, and other critical IT equipment.
    • Maintain accurate records of issues and resolutions for continuous improvement.
  • Help Desk Operations & Documentation (~40%)
    • Help Desk Administration:
      • Serve as the first point of contact for IT-related issues across the organization.
      • Provide clear guidance and support to users, ensuring rapid resolution of technical issues.
    • Documentation:
      • Create and update technical documentation, user guides, and IT procedures.
      • Maintain detailed records of user issues, troubleshooting steps, and final resolutions.
    • Collaboration:
      • Work closely with the IT team to escalate and resolve complex technical issues.
      • Communicate effectively with internal personnel to address IT needs and optimize system usage.

Abilities and Skills: Strong knowledge of Windows operating systems and common business software applications.  Familiarity with PC, server, printer, and peripheral troubleshooting.  Excellent problem-solving, communication, and interpersonal skills.  Ability to work both independently and collaboratively in a team environment.

Relationships and Contacts:

• Internal:
  • Vice President of Information Technology- Receives work assignments, direction and performance evaluations. IT
  • Department Personnel- Assists other department personnel as requested and approved by supervisor. Advises, assists and informs Cooperative personnel, as requested and authorized, in order to effectively fulfill the objectives and responsibilities of the position and cooperate in every way toward teamwork.
• External:
  • Cooperates with personnel, as requested and authorized, of Cooperative member systems to carry out the responsibilities of the position.

Reports to: Vice President of Information Technology

Company Profile: North Carolina’s Electric Cooperatives (http://ncemcs.com/about/ncemc.htm) is the brand for the family of organizations formed to support the state’s 26 local electric cooperatives, including: North Carolina Electric Membership Corporation, the power supplier to many of the electric cooperatives; North Carolina Association of Electric Cooperatives, the cooperatives’ trade association; and Tarheel Electric Membership Association, Inc. (TEMA), a central purchasing and materials-supply cooperative.

North Carolina Electric Membership Corporation provides equal employment opportunities (EEO) to all applicants for employment.