Summer Intern - User Support Services (Information Technology)

The User Support Services intern position is a blend of technical support, troubleshooting skills and customer service. The
intern will provide support via phone and in person, to all levels of IEEE staff and will work with User Support Services
team members to resolve customer issues, assist with hardware/software installations and computer setups. The intern
will ensure proper recording and closure of all issues. Support of Windows OS, Mac OS, various mobile devices and
hardware is expected.

Respond to/resolve issues or requests within defines SLA's. Work may be performed with frequent interruptions and multitasking
may be required. The User Support Services intern needs to be able to interface with non-technical users and
provide easy to understand instructions. Previous Help Desk or Desktop Support experience is a plus.

Education: Current college student studying Computer Science or similar major. Rising Junior or Senior preferred.

Experience:

• Knowledge of Windows 10/11 and Macintosh operating systems with some troubleshooting experience.
• Experience providing support in a Help Desk or Desktop Support environment is a preferred.
• An understanding of customer service and communication skills.

Skills and Requirements:

• Must work in the office, on site.
• Excellent listening and questioning skills.
• Good understanding of Windows and Mac operating systems.
• Experience with Microsoft M365
• Experience with Google Workspace / Google Apps
• Computer and Mobile Device setups
• Good analytical and problem-solving skills.
• Ability to work well in a team environment.
• Strong attention to detail.
• Must be able to communicate technical instructions to non-technical staff.
• Must communicate and be respectful with staff at various levels.
• Ability to handle changes and support in a real time environment.

Physical/Mental Demands:

Employees in this position frequently operate a computer, read and write, and interact with others in person, over the phone and via other devices. They move about within the facility in which their office is located to access file cabinets, documents, office machinery, and other equipment. They also travel within the facility in which their office is located and to locations outside of the facility, to attend meetings, or other business activities. Persons in these positions frequently lift, carry, push and/or pull objects weighing up to 10 lbs. They also occasionally move objects weighing up to 20 lbs., and sometimes, but rarely, up to 50 lbs. Persons holding these positions must have strong communication and organizational skills, and an ability to interact and work with others. They must be able to work under time constraints and deadlines.