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Job Details

Intern It

Location
Jacksonville, FL

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Profile

Intern - IT Service Desk
**MEMBERS ONLY**SIGN UP NOW***.
in
Jacksonville
FL
USA
Compensation
$12 to $12.50 Hourly
Benefits Offered
401K, Dental, Life, Medical, Vision
Employment Type
Temporary
Why Work Here?
“Lots of upward mobility, best-in-class Training and Continued Education program, career path advisement and mentoring”
Job Description
JOB TITLE: Service Desk Technician - Internship
LOCATION: Jacksonville, FL
Purpose:
Verbally consult with end-users to gather diagnostic information and translate and understand their technology issue(s) to diagnose the issue through debugging, requirements analysis, trouble-shooting, and technical analysis. Analyze the issue to determine the appropriate solution. Apply the solution and analyze the results to determine issue resolution. Communicate resolution to the end user in non-technology language. Technicians will be required to conduct their work in such a manner that requires application of broad instructions, objectives and policies requiring considerable initiative and independent analytical and evaluative judgment.
Duties and Responsibilities:
Gather diagnostic information from both devices and users including receipt of escalated issues for purposes of research and resolution.
Recognize problems and conduct root cause analysis.
Receive and respond to incoming calls, pages, and/or e-mails regarding technology issues.
Work with end users to deliver support defined by contracted Service Level Agreements.
Configure, test, maintain, and troubleshoot end user workstation hardware, mid-tier systems, software, networked peripheral devices, and networking hardware products.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, statistically monitoring system performance, and support documentation.
Accurately document instances of hardware failure, repair, installation, and removal.
Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations.
If necessary, liaise with third-party support and technology equipment vendors.
Work directly with clients and end users to create and enforce policies and procedures for end-users, such as accessing systems.
Review, research, diagnose and resolve issues escalated from the Service Desk Agents.
Provide issue resolution support and ensure the stability, integrity, and efficient operation of client networks.
Perform remote analysis, diagnosis, and resolution of complex system problems for a variety of technologies, devices and end users, implementing remote corrective solutions.
Communicate solutions and status accurately and timely internally and externally.
Meet metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics, ticket quality, billable hours, and quality of project documentation.
Job Requirements
Technical Requirements:
Software: Microsoft Office suite (all versions)
Operating Systems: All Microsoft Desktop Operating Systems and Microsoft Server Operating Systems
Hardware: Desktops, laptops, wireless devices, network printers, servers, routers, switches, and firewalls
Education:
High school degree or equivalent required
Associate’s degree in IT or related field preferred Level 1: preferred
Level 2: strongly preferred
Level 3: required
A and Net certifications Level 1: preferred
Level 2: strongly preferred
Level 3: required
Experience:
Experience in a technical support role Level 1: 1-2 years or equivalent work experience
Level 2: 2-4 years or equivalent work experience
Level 3: 5 years or equivalent work experience
Phone systems support (Cisco/Avaya)
Other:
Candidate must be a good “organizational fit with the rest of the EI team.
Demonstration of analytical problem-solving and diagnostic is essential.
Understanding of Windows Active Directory users and computers. Level 1: Basic
Level 2: Strong
Level 3: Expert
Understanding of Windows NT permissions. Level 1: Basic
Level 2: Strong
Level 3: Expert
Excellent communication skills.
Ability to multitask in a fast paced environment.
Must be creative and flexible.
Strong interpersonal skills essential.
Good attendance required.
Ability to effectively build relationships with customers.
Ability to quickly learn to support proprietary client applications
Able to sit for long periods of time
Comfortable performing remote support
Preferred Experience (required for levels 2 and 3):
VPN experience
Preferred Certifications (strongly preferred for level 2, required for level 3):
MCP, CCNA, Security , MCSE Messaging, CCA, MCSA, MCDST, ITIL v.3 Foundations
MINIMAL
NON-TECHNICAL REQUIREMENTS OF THE JOB:
Travel: YES
If yes, how often: as needed to support remote locations
On-Call Duty: YES
If yes, how often: rotation basis with team
(On-call duty requirements are subject to change.)
Physical Requirements: YES
If yes, describe: 30 – 100 lbs. (computer equipment)
How often? Frequently
Shift Work: YES
If yes: Assigned shift will be determined by NOC Team Lead and Engineer upon hire.
(All shift work days/hours and rest days are subject to change.)
Job Status: Full-time/salaried (40 hrs); Core work hours/days: 8am-5pm M-F
(Required work hours per week.)
Applicants are encouraged to forward a resume outlining their qualifications and education, along with original application to:
[Click Here to Email Your Resumé]
Include full address and telephone numbers for both home and work.
**MEMBERS ONLY**SIGN UP NOW***. IS AN EQUAL OPPORTUNITY EMPLOYER--WE DO NOT DISCRIMINATE ON THE BASIS OF RACE, COLOR, RELIGION, SEX, NATIONAL ORIGIN, AGE OR DISABILITY.
About
**MEMBERS ONLY**SIGN UP NOW***.
**MEMBERS ONLY**SIGN UP NOW***. is an amazing IT Managed Services organization, trailblazing the cyber frontier, creating new tools and providing customized technology solutions to our clients.
Company address:
7601 Centurion Pkwy Jacksonville, FL 32256

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