Support Services Intern

Job Description

About Company

The company mentioned is North Oaks Health System.

—

Job Description: Support Services Intern

Status: Part Time
Shift: As needed 20hrs a week
Exempt: No

Summary:
The Support Services Intern will provide exceptional customer service and entry-level support to end-users on various technical issues and problems relating to computer hardware, mobile devices, printers, software, and applications. This role, under the supervision of the Support Services Manager or designated Service Desk Analyst, will provide entry-level assistance and support to customers over the phone, in person, or via email using the IT ticket tracking system.

Required Qualifications:
• High School diploma or equivalent.
• Current enrollment in a technical school such as NTCC or equivalent. In substitution of technical school, current enrollment in a Technical certification program such as CompTIA A+, CompTIA Net+, CCENT, Google certified Support Professional, or equivalent.

Required Experience:
• Knowledge of configuring, installing, and managing PC hardware and software.
• Knowledge of peripheral devices such as Printers, Scanners, Credit Card Readers, etc.
• Knowledge of desktop applications, including but not limited to Microsoft Office.
• Must be customer service oriented and have excellent communication skills, including speaking, listening, reading, and writing.

Desired Qualifications:
• Knowledge of Microsoft Active Directory
• Knowledge of Microsoft 365
• Experience supporting computer peripheral devices.
• Experience using a Help Desk trouble ticketing system.
• Familiarity with software that enables the remote control of workstations in a networked environment.

Manual and Physical Skill Required:
• Periods of sitting and working at the computer.
• Frequent movement throughout the hospital for on-site work within other departments.
• Lifting of computer equipment.

Physical Effort Required:
• Strength: Medium
• Push: Occasionally
• Pull: Occasionally
• Carry: Occasionally
• Lift: Frequently
• Sit: Occasionally
• Stand: Occasionally
• Walk: Frequently

Working Conditions:
• Hazards: Possibility of back pain due to long periods of sitting, and lifting of computer equipment. Possibility of eye strain from working on the computer.
• Adverse Working Conditions: Stressful situations, distractions from telephone calls and walk-ins, medium to heavy lifting of computer equipment and printers.

Contacts:
• With Customers, The General Public And Other Companies: Frequent contact with outside vendors.
• With Other Departments: Daily contact with hospital personnel.

Responsibilities:
• Confidential Information: Must maintain complete confidentiality of information produced within the department and throughout the hospital.
• Performance of Work without Immediate Supervision: Will perform job duties under supervision of the Support Services Manager.

Detailed Duties Include, But Are Not Limited To:
• Under the supervision of the Support Services Manager, the Support Services Intern will serve as the initial point of contact for customers seeking technical assistance in person, over the phone, by email, or through the IT ticketing system.
• Under the supervision of the Support Services Manager, the Support Services Intern will perform remote and in-person troubleshooting for desktop computers, laptops, mobile devices, printers, scanners, desktop applications, and network connectivity.
• Accurately record events and troubleshooting steps appropriately in the IT ticketing system to include actual work performed, time spent on the ticket, and any changes to hardware/software.
• Direct unresolved issues to the next level of support.
• Assist in the maintenance of equipment inventory and asset tracking.
• Interfaces with multiple levels of users, management, and technical staff.
• Performs other duties as assigned.
• Maintains a professional image and reflects the department and hospital’s philosophy of excellence and professionalism in customer service while directly performing the job and at all times while representing the department and the hospital.
• Follows North Oaks Health System compliance programs and federal and state regulatory guidelines.