Entry-Level Helpdesk Analyst - Part Time

Job Title: Entry-Level Helpdesk Analyst

Department: Information Technology

Status: [Part-Time] [Non-Exempt]

Location: Nashville, Tennessee International Headquarters

Purpose and Scope

The Information Technology Intern/Part-Time supports the IT department in providing exceptional technology services across the organization. This paid internship offers hands-on experience in various aspects of IT, including end-user support, system administration, networking, and cybersecurity.

Interns will work directly with experienced IT professionals while assisting with laptop, desktop, phone, server, and network support, as well as conference room set up. Our goal is to provide a comprehensive and practical learning experience that exposes interns to multiple career paths in IT — including Network Administration, IT Support, Cybersecurity, and Cloud Engineering.

Essential Job Functions

• Manage the daily IT support queue, resolving issues with staff laptops, phones, and conference room equipment.
• Install, configure, and test new hardware and software for headquarters staff.
• Support and troubleshoot issues with Active Directory, Office 365 applications, and Azure Cloud services.
• Assist with user and group management through Office Admin Centers and VOIP portals.
• Troubleshoot and resolve issues with local area networks, wireless access, and printers across the headquarters.
• Help maintain and monitor security and endpoint protection tools, including Managed Detection & Response (MDR) software.
• Assist the Infrastructure Services Manager with tasks related to datacenter maintenance
• Collaborate with IT staff on special projects, SharePoint site management, and process documentation.
  
  
  

Working Relationships

Reports To: Sr. Manager, IT Services

People Management Responsibility: None

Works Closely With: IT Staff, Headquarters Staff

Essential Knowledge, Skills, And Training & Development

Non-physical

• Follow verbal and written instructions.
• Servant heart and attitude to help others.
• Ability to install and test widely used software applications on Windows and Mac operating systems.0
• Ability to learn and resolve network and wired/wireless issues within the Headquarters.
• Ability to assist customers in the use of technology equipment, software, printers, and phone systems.
• Ability to provide analytical skills.
• Ability to communicate effectively with all TGI Departments.
  
  
  

Physical

• Ability to lift 25lbs in unpacking/packing computer equipment.
• Ability to be onsite at the TGI headquarters 5 days a week, hours may vary
  
  
  

Mission Critical Competencies

SHARED VALUES

• Integrity
• Excellence
• Open Communication
• Stewardship
  
  
  

CORE COMPETENCIES

• Customer focus
• Communications
• Takes personal initiative
• Actively learns new skills
• Team building
• Analyzing problems
• Decision making
• Actively learns, demonstrates, and fosters the organizations’ culture in all actions and words. Takes personal initiative and is a positive example for others to emulate.
• Proven ability to keep a “big-picture” perspective while dealing with very detailed information.
• Fosters open communication and approachability
• Positive and constructive attitude
• Dealing with ambiguity
• Perspective
• Ability to challenge the status-quo
  
  
  

Work Environment And Time Requirements

• Climate-controlled office environment
• 4-8 hour workday
• Variations in work volume sometimes require extended working hours
  
  
  

Minimum Qualifications

• Currently pursuing or already completed a Bachelor’s degree in Information Technology, Computer Science, or a related field.
• PC experience, Ability to install/test software on Windows/Mac computers.
• Basic understanding of network fundamentals (wired/wireless connectivity, IP addressing).
• Strong interest in exploring different areas of IT such as cloud computing, security, and software engineering.
• Customer-oriented with excellent interpersonal and communication skills
• Mature, responsible, driven, and able to work independently with minimal supervision
• Successful completion of a drug and background screen
  
  
  

This Job Description is for general purposes and guidelines only and should not be considered all-inclusive. Neither does the receipt of this job description constitute an employment contract. Furthermore, it should be known that this list of job requirements is subject to change without written notice.