Please be advised that housing or relocation assistance is not provided for intern positions within our San Diego, Santa Ana, Los Angeles or Hawaii divisions.

Visa sponsorship is not available for this position. H-1B lottery registration submission and completion of the STEM OPT I-983 training plan are considered sponsorship.

Job Description Summary:

Provide Tier 1 desktop and laptop hardware build standards. Work with users remotely to transfer data and provide technical support for hardware and software.

Job Description:

POSITION RESPONSIBILITIES AND DUTIES:

· Build and configure intern and employee workstations using PXE boot, Windows deployment suite, and SCCM.

· Maintain and document computer and software assets

· Log, track, and resolve requests via ticketing system

· Maintain or exceed Service Level Agreements to business customers

· Provide consistent communication and follow up with customers to ensure proper levels of service

· Determine customer needs and evaluate request against standard Company policies and procedures

· Identify and document problems potentially requiring additional support triage by Service Desk technicians.

· Timely escalate issues to other teams as necessary with proper handoff to ensure customer receives the best support

· Complete other responsibilities as assigned

OBJECTIVES OR GOALS TO MEASURE PERFORMANCE

· Adherence to IT and other Company policies and procedures

· Adherence to established Service Level Agreements

· Accurate documentation of work performed

· Timeliness in responding to system and training needs

· Proper functioning of all equipment, software, and LAN/WAN components consistent with Company and user requirements

· Increase proficiency in knowledge of Company’s operating systems and computer applications

· Positive team attitude

· Customer/Client satisfaction

MINIMUM SKILLS OR EXPERIENCE REQUIREMENTS

· Desktop and Laptop hardware familiarity (Dell/Lenovo a plus)

· Experience with Windows 10, Windows 11 and MS Office support & troubleshooting

· Printer and related general support, installation & troubleshooting

· Basic Active Directory knowledge, password resets & group memberships

· Basic understanding of networking technologies: TCP/IP, LAN/WAN, DNS

· Knowledge of Remote Control/Remote Access tools and methodologies

· Detail oriented, strong problem-solving skills, and capable of working with minimal supervision

· Ability to work independently and as a team member within established policies and procedures

· Capable of working in a fast paced, dynamic environment with the ability to learn and adapt quickly

· Ability to work with aggressive timelines and targets

· Flexibility to adjust schedule based on workload and the requirements of a geographically distributed environment

· Ability to multitask efficiently; plan, organize, and prioritize tasks and activities

· Ability to fully identify and confirm expectations, accept responsibility of assigned requests

· Ability to communicate timely, effectively, and clearly to the appropriate audience

· Ability to provide timely communication of status; identify possible conflicts or delays; develop alternative actions to ensure work is timely and complete

· Ability to maintain responsibility while communicating status, until the customers receive their expected result or communicates to the customer the transfer of accountability to another individual

· Excellent English verbal, listening, and written communication skills

· Professional phone etiquette; able to handle/defuse angry customers

MINIMUM SKILLS OR EXPERIENCE REQUIREMENTS

· Completion (Minimum Grade of a C) of an IT100 / IT105 (equivalent class) that focuses on core fundamentals and principles of computers, computing technology, account management, networking, hardware/software installation, support, and troubleshooting methodologies.

o If actively enrolled in this class, a recommendation/approval letter from your professor/instructor indicating your competency and participation is acceptable.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

· Occasional exposure to dust and fumes

· Frequent reaching, handling, sitting, standing, walking, hearing, and talking

· Frequent computer uses for extended periods of time

· Occasional stooping/bending/crouching, carrying, and lifting up to 30 lbs.

· The noise intensity level is moderate

*This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

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