IT Intern Technician

JOB TITLE: IT Intern Technician

REPORTS TO: IT Manager

I. JOB SUMMARY -

The Intern Technician is responsible for customer-centric exceptional services and support operations, which are founded on both industry and corporate standards. The Intern Technician provides technical guidance and to foster overall alignment with CPSS customer-centric exceptional services and support and industry best practices. This role collaborates with Project Managers, External Vendors, IT Leadership, other administrators, and various technical team members throughout IT to develop operations to support complex business needs and deliver, implement, and train the Intern on the solutions.

This individual will learn advanced communication and technical skills along with practical experience in multiple areas within their discipline (i.e. Support, Infrastructure, Data or Security).

The Intern Technician is expected to support the resolution of day-to-day IT support problems, challenges and issues that cross multiple teams and business units.

II. ESSENTIAL DUTIES AND RESPONSIBILITIES

Process and Support (90%):

* Serve as the first point of contact for IT inquiries or customers seeking technical assistance over the phone, email or messenger.

* Provide troubleshooting, diagnosing and resolving technical problems related to software, hardware, and networks.

* Provide instructions to users on how to resolve technical issues.

* Update support tickets, knowledge base articles and procedures.

* Assisting with hardware and software upgrades: This may include installing new software releases, updating firmware, and replacing hardware components.

* Consult with other CPSS IT personnel for problem resolution.

* Work incidents, perform troubleshooting, administer repairs.

* Assist with security: Identity access management.

* Providing training to customers: Training and supporting customers on how to use new software or hardware, or how to resolve common technical issues.

* Participating in team meetings: Attend regular team meetings to discuss current issues, share knowledge, and improve processes.

* Perform other related duties to support the mission and critical success factors of the CPSS Technology department.

Technology Innovation: (5%):

* Seeks the opportunity to automate, simplify and enhance Intern operations and processes.

* Maintains Intern goals and objectives to increase system efficiency.

* Stays abreast of technological trends as well as how it pertains specifically to CPSS.

* Assists with strategy/roadmap and identifies and recommends new technology solutions to meet business needs.

Requirements Gathering, Design and Implementation (3%):

* Take part in collaboration of requirement gathering and technology selection.

* Take part in projects. Active on the successful execution of project activities on changing organizational requirements.

* Take part in the design of information and operational support systems.

* Take part in analysis of current environment to identify deficiencies and opportunities for improvement; recommend solutions.

Peer Leadership (2%):

* Actively coaches' Technicians, providing feedback, as necessary.

* Acts as SMEs for key areas of expertise and drive key projects or ongoing support functions.

* Supports meeting agendas and expectations for the Intern touchpoint meetings with the Helpdesk team and IT leadership.

* Provides an initial tier level of customer-centric support for IT issues.

* Keeping track of customer interactions and technical issues responding to incidents outside of SLAs.

* Escalating, delegating and assigning complex issues to senior administrators or Management.

* Takes part in development of objectives, standards, procedures and guidelines for the Intern

III. COMPETENCIES

* Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying innovative approaches, and collaborating with others to make the change successful.

* Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one's intentions.

* Collaborating - Working cooperatively with others to help a team or work group achieve its goals.

* Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message, listening actively to others. Coaches' others on team as needed.

* Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.

* Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.

* Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

* Integrity - Earns others' trust and respect through consistent honesty and professionalism in all interactions.

IV. REQUIREMENTS

* High School or College Active Student

* 0+ years Prior experience in a Intern or technical support role, can be an advantage.

* 0+ years' experience of hardware, software, and networking technologies, as well as experience with remote support tools, can be an advantage.

* Desire to develop excellent analytical, technical, and interpersonal skills.

* Ability to learn risk management, change management, and configuration management policy, standards, procedures and guidelines.

* The ability to learn objective and impartial technology, platform, tooling assessments and recommendations, always ensures compatibility with strategic technology backlog.

* Passionate about technology, and have an interest in emerging tools, trends and techniques across the industry.

* Desires to learn multiple technologies and systems.

* Desires to learn how to be provided with professional experience demonstrates the ability to establish and maintain effective working relationships with all levels of employees and contractors, and to communicate ideas effectively, both orally and in writing.

* Able to learn how to provide a strong customer-centric support approach to understanding customer needs and work to resolve issues in a timely and professional manner meeting team SLAs.

PREFERRED QUALIFICATIONS

Ability to learn in areas of systems/security preferred: ServiceDesk Plus Cloud, Smart Deploy, Icon VN Phone System, Screen Connect, MS Intune, Sentinel One, MS Flows, MS SharePoint and (MS Authenticator and Duo Preferred) MFA. Windows Servers, Microsoft Office 365, Azure AD, Active Directory and services. Web Servers, Internet Information Services, Database Services, MS SQL, Print Services. Enterprise applications, Procede -Excede, Epicor and Autodesk.

WORKING CONDITIONS

This job operates in a professional office environment indoors. Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. " All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. CPS&S is a smoke-free and drug-free work environment."

WORKING SCHEDULE

This job operates Monday through Friday 8:00-5:00 PM.

V. PHYSICAL DEMANDS

The position requires the ability to spend long hours sitting or standing while using office equipment and computers. Ability to perform repetitive tasks such as typing and keying. Continually speaking and hearing, giving, and receiving directions. Occasional lifting, pushing/pulling, carrying 50 lbs of supplies and materials is required.