IT Helpdesk Technician Intern

Description

IT Helpdesk Technician Intern

Location: Salt Lake City, UT

J-U-B ENGINEERS, Inc. is seeking to hire a full-time IT Helpdesk Technician to work in our successful Salt Lake City, Utah office. Our purpose at J-U-B ENGINEERS, Inc. (J-U-B) is “Helping Each Other Create Better Communities.”  We foster a supportive and team-oriented environment to solve problems that improve society – while providing employees growth opportunities. We attract and retain the best people by providing an enriching environment where our employees can build their careers in the communities where they live while using their talents in a team setting. J-U-B offers a clearly defined career path and a sense of belonging. It is one of the largest professional engineering companies in the Intermountain West, with over 20 offices across seven states. There are ample opportunities to collaborate with team members across other offices on projects, widening your experience and network. Our company has a young professionals’ group that meets regularly to network with other young professionals.

This position will support the maintenance of IT systems and provide technical assistance to employees. In addition to the technical skills listed below, the candidate must be self-motivated, personable, ethical, innovative, and persistent in addressing customer needs. If the internship is successful, this role is designed to lead to a full-time Level 1 help desk technician position with comprehensive benefits.

Primary Responsibilities: 

Ticket Management & User Support

• Intake: Accurately record and categorize incoming issues within the company ticketing system.
• Inquiry Handling: Respond to support requests via calls, emails, instant messages, and tickets.
• Communication: Provide clear, consistent status updates to users on all open tickets until the issue is resolved.

Technical Troubleshooting

• Initial Triage: Perform basic troubleshooting and use internal knowledge resources to help users find solutions.
• Escalation: Recognize complex problems and pass them on to higher-level technicians with detailed notes on actions already taken.
• Software: Help install approved software using step-by-step guides or supervised tools.

Hardware & Office Logistics

• Setup: Perform basic hardware tasks and assembly, such as unboxing equipment and installing peripherals like keyboards, mice, and monitors.
• Maintenance: Help maintain IT systems and organize basic cable setup.
• Physical Tasks: Handle the lifting and moving of heavy packages as necessary for equipment deployment.

Professional Development

• Shadowing: Observe experienced technicians to learn proper diagnostics and high-level customer service techniques.
• Documentation: Create and update internal guides for common technical problems to assist future troubleshooting.
• Collaboration: Coordinate with technicians at other locations on various projects to expand your professional network and experience.

Requirements

Technical Proficiency

• Hardware & Software: Basic understanding of   Windows/Mac OS, Microsoft Office, IOS and Android OS, and web browsers.
• Procedural Execution: Ability to follow written   technical instructions and troubleshooting procedures.
• System Adoption: Demonstrate a willingness to   learn new systems and tools within a supervised environment.
• Diagnostics: Learning proper diagnostic   techniques through shadowing senior technicians.
• Ethics: Maintaining a high ethical standard and   persistence when resolving end-user needs.

Professional & Soft Skills

•  Communication: Clear written and verbal   skills with a strong focus on customer service.
• Organization: Detail-oriented and able to   effectively track and prioritize various tasks.
• Adaptability: A desire to learn, ask   questions, and adapt to new processes.
• Reliability: Consistently dependable and   punctual for all scheduled shifts.
• Initiative: Self-motivated and personable   approach to problem-solving.

Qualifications: