IT Support Intern

**Major Responsibilities**
- Respond to IT Support tickets, including initial triage
- Resolve tickets, based on Knowledge Base articles, Standard Work, or personal troubleshooting
- Escalate tickets, as required as per Standard Work
- Procure standard IT equipment, via standard process
- Install, configure, and basic troubleshooting support for all company-standard hardware, including laptops, desktops, printers, phones etc.
- Provide basic support for company mobile devices
- Basic Management of Users and Groups in Active Directory
- Perform tasks related to onboarding/offboarding of users, based on Standard Work
- Basic IT network troubleshooting (examples: WiFi access point connection issues, switch connectivity issues)
- Contribute to activities supporting network security and compliance, based on standard work
- Create and review knowledge base articles
- Perform basic end user training, where appropriate
- Maintain an excellent level of customer service
- Possess excellent problem-solving ability
- Keep a positive attitude, and be largely self-motivated
- Work under direct supervision of a more experienced IT Support Specialist, however, with a goal of becoming more self-directed as the Internship progresses.
- Other duties as assigned, based on business needs.

**Required Education, Experience, Skills**

**Education**:

- IT internship program in progress, or equivalent knowledge suitable for an entry level IT Support position
- Studies in progress or equivalent to systems, computer science (last semester).

**Experience**:

- Educational learning about configuring and troubleshooting of IT hardware such as desktops, laptops, printers, mobile phones, etc.
- Basic IT networking educational familiarity
- Power User level knowledge of MS Windows and MS Office including O365

**Skills**:

- Excellent communication skills, both verbal and written
- ** Fluent** in the Spanish language, both oral and written
- ** Conversational
- **level command of the English language, both oral and written
- Ability to create and maintain professional business relationships
- Ability to self-motivate and maintain a positive attitude
- Possess a passion for IT technology

**Desired Education, Experience, Skills**

**Education**:

- Associate’s Degree or equivalent work experience in Electronics, Computer science, Business Administration, Mathematics, Engineering, or a related field.
- One or more of the following industry certifications, or an equivalent combination of education & experience: CompTIA A+, CompTIA Network+, Microsoft MCSA, or ITIL Foundation

**Experience**:

- 1 or more years of experience providing Help Desk Support for desktop / laptop computers, Servers, Telecommunications Operating Systems, or working in a Data Center environment.

**Skills**:

- ** Mature
- to fluent-** level command of the English language, both oral and written

**Travel**:

- This role does not carry a travel requirement, aside from commuting to the Tijuana, B.C., Mexico facility. With rare exceptions, this role will be performed onsite, with little to no remote or hybrid work expected.

**Internal Relationships**:

- This role may interact with associates from all departments and levels of the company, including office-based and remote employees.

**External Relationships**:

- Potentially, although rarely, this role may need to liaison with 3rd party IT Vendors and other support organizations typically utilized in the IT industry.

**Physical Demands & Working Environment**

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands:

- While performing the duties of this job, the employee is occasionally required to walk, sit, stand, use hand to finger, handle or feel objects, tools, or controls; reach with hands and arms; balance, stoop, bend, talk and hear.
- The employee must occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment:

- While performing the duties of this job, most work is in an office environment setting, although the Tijuana facility also has “clean room” and factory environments where special clothing must be worn, or other safety precautions taken.
- Lighting and temperature are adequate.
- The noise level in the work environment is usually quiet to moderate.
- This role may, rarely, be requested to work overtime or weekends with pay, due to special IT projects.
- This job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation