Helpdesk Intern with possible hire

Helpdesk Intern

Position Summary

Provide helpdesk support to all Merrill Steel computer users. This individual will serve as the first point of contact for all users seeking IT assistance. The ideal candidate will possess the basic troubleshooting skills, networking experience, and organizational skills required to manage tickets. 

Key Responsibilities

• Provide timely assistance to all corporate network users.
• Manage all helpdesk requests. 
• Provide first level support of industry-specific applications
• Support the IT team in maintaining hardware, software, and other systems
• Organize and preserve IT resources

Personal Characteristics

Certain personal characteristics, which are somewhat inherent and difficult to teach, are necessary for long-term success in this role.  These include:

Work Ethic - The kind of person we want has a natural motivation to work hard and stay busy; to be task oriented and not be lazy or look for ways to avoid work.  This also includes being punctual and having good attendance.  In return, we believe in rewarding people who do a good job with competitive compensation, benefits, and promotional opportunities. 

Attitude – The kind of person we want rolls through difficult situations and finds solutions rather than getting stuck on problems.  The type of person we are looking for is predictably positive and is not unpredictably moody.

Aptitude – Even if the skill sets aren’t there yet, one’s aptitude is his/her potential to perform the role successfully. For example, someone who grew up on a farm or has other “hands-on” type hobbies, for instance, may not have fabricated structural steel before, but there is a good chance he or she has the potential to learn and be successful in our production environment.

Maturity – Maturity is having good character, not gossiping, not being overly dramatic, and being a trustworthy coworker. The type of person we are looking for realizes things will not always go perfectly or as planned and he or she is able to weather the storm and continue to treat others with respect. 

Communication – The type of person we are looking for excels at communication between the IT department and the end user.  The ideal candidate will routinely send progress updates to end users experiencing problems. 

Personable – The ideal candidate is approachable, empathetic, and shows a genuine interest in assisting others.

Commitment to Life-Long Learning – The ideal candidate acknowledges the need for life-long learning.  The IT industry in constantly changing and one needs to continue to learn to be successful. 

Experience, Skills, and Abilities

Experience – Familiarity with a Microsoft Windows current and legacy environments is required. Network troubleshooting experience is preferred. Understanding of computer hardware/equipment.

Education – Highschool degree or equivalent required. Working toward an associate degree is preferred.

Skill – Basic computer troubleshooting and organizational skills are required. Additional skills such as networking, virtualization, etc are a plus.

Ability – Ability to effectively communicate with corporate users experiencing IT related problems.  The ideal candidate will have the ability to correct problems and train the end user how to operate software in a more efficient manner.