Help Desk Technician - Intern

Job Summary

The role of the Help Desk Technician - Intern is to stage, configure, and support workstations and network-related hardware and software applications for RamSoft. This role is also responsible for maintaining company-wide computer hardware and network infrastructure, and participating in other IT department projects. The Help Desk Technician – Intern will directly support RamSoft employees at all levels of the company through email, chat, phone, and in-person assistance.

Reports to: IT Operations Manager
Job Level: Individual Contributor

Responsibilities

• Provide first-level technical service and support to all users

• Maintain communications with users during the problem resolution process

• Provide timely resolution of end-user problems

• Install new software releases, system upgrades and resolve software-related problems

• Respond to telephone calls, email and personnel requests for technical support

• Document, track and monitor problems to ensure a timely resolution

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

• Create, manage, and work helpdesk support tickets

• Identify, research, and resolve technical problems

• Handle all day-to-day tasks and operational activities in regards to troubleshooting and maintaining office servers, networks, and employee-specific equipment such as computers, printers, scanners, telephones, headsets, etc.

• Configure, stage and ship workstation-related hardware

• Set up new hires with appropriate equipment, assisting with workstation arrangements, installing applicable software/hardware/wiring, ordering equipment, and assisting with IT Orientation Tasks

• Train staff on IT-related Equipment and Applications

• Monitor performance of remote systems and perform performance tuning as necessary

• Perform other related duties as required

Experience

• Graduate from a technical college specializing in computer systems and networking.

• Preferably with at least 1 year of experience in systems (hardware and software) configuration and support or working in a related role.

• Must be personable, communicate well, display patience and the ability to provide training and assistance to computer users on technology.

• Knowledge of Microsoft 365, Intune, and other Microsoft SaaS technologies.

• Knowledge of Computer Software (e.g. network administration tools, imaging software, etc.)

• Knowledge of Computer Hardware (e.g. IT Systems, PC components, network cards, etc);

• Knowledge of Computer Operating Systems (e.g. Windows, DOS, Macintosh)

• Knowledge of Networking Technologies (TCP/IP, DNS, DHCP, Active Directory)

• Basic scripting and programming skills.

• Fundamental AI knowldege

• High level of communication skills, written and verbal, is required in order to interact and provide training to employees

• Ability to logically and analytically troubleshoot software and to discuss issues with manager, team and internal personnel

• Ability to interpret technical material in books, journals, or manuals; troubleshooting computer system problems

• Proven ability to work well under minimal supervision

• Extensive organizational and time management skills

• Ability to make decisions and manage multiple priorities