General Position Summary:
The IT Intern’s role is to provide first-tier hardware and software technical support for computers, telephones, mobile
devices, and other equipment to the corporate and store locations. This includes receiving, prioritizing, documenting
and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to
maintain expectations. The person will troubleshoot problem areas (in person, by telephone, remote support tools,
ticket system, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.
Strategy & Planning
· Evaluate documented resolutions and analyze trends for ways to prevent future problems.
· Notify management of emerging trends in incidents.
Acquisition & Deployment
· Assist in software releases and rollouts and communication to the end users.
· Recommend, schedule, and perform PC, Mac, printer, phone and other IT related equipment improvements, upgrades,
repairs, and patches.
Operational Management
· Creating and maintaining user accounts and assistance with passwords resets and multi-factor authentication
· Accurately record, track, and document the service desk request problem-solving process, including all successful and
unsuccessful decisions made, actions taken through to final resolution.
· Test fixes and follow up with end user to ensure problem has been adequately resolved.
· Perform post-resolution follow-ups to help requests.
· Identify and learn appropriate software and hardware used and supported by the organization.
· Other duties as assigned.