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.