Help Desk Internship (6-months)
ComDoc, Inc. - Akron, OH

This job posting is no longer available on ComDoc, Inc.. Find similar jobs: Help Desk Internship jobs - ComDoc jobs

DESCRIPTION

SUMMARY: Investigates and resolves software and hardware problems of internal and external users. Provides both telephone and hands-on technical support for desktop and laptop computers in an environment that is primarily HP, Dell and Microsoft.

Must be able to work 1pm-5pm; 20-25 HRS/WK

DUTIES

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, printer functionality, and other connected product issues.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Interviews users to collect information about problems and leads users through diagnostic procedures to determine source of errors.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems; escalates more complex problems.
  • Solves routine problems independently and difficult problems with some assistance
  • Supports telephone, cell phone and voicemail systems
  • Assists with backup and recovery operations for both local and remote servers; ensures backups are done correctly.
  • Supports Windows desktop and laptop computers.
  • Handles adds/changes/deletes to the network servers
  • Provides on-site and telephone support to a large user community
  • Trouble-shoots problems with printers, laptops, desktops, PDA's and routine network issues.
  • Provides general administration duties as assigned
QUALIFICATIONS

EDUCATION / EXPERIENCE
Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

COMPUTER SKILLS
To perform this job successfully, an individual should have working knowledge of the following:

PC / Windows troubleshooting and problem resolution experience. Experience with Microsoft Office / Outlook required.

Understanding of networking basics.

Experience with copier / scanner / printer technology from a troubleshooting and problem resolution standpoint.

OTHER SKILLS AND ABILITIES
Ability to envision what the customer is talking about via phone conversation. Excellent phone skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, printer functionality, and other connected product issues.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Interviews users to collect information about problems and leads users through diagnostic procedures to determine source of errors.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems; escalates more complex problems.
  • Solves routine problems independently and difficult problems with some assistance
  • Supports telephone, cell phone and voicemail systems
  • Assists with backup and recovery operations for both local and remote servers; ensures backups are done correctly.
  • Supports Windows desktop and laptop computers.
  • Handles adds/changes/deletes to the network servers
  • Provides on-site and telephone support to a large user community
  • Trouble-shoots problems with printers, laptops, desktops, PDA's and routine network issues.
  • Provides general administration duties as assigned

ComDoc, Inc. - 23 months ago - save job