Chautauqua Institution

  • Information Technology Intern

    Job Locations US-NY-Chautauqua
    Posted Date 2 weeks ago(4/11/2019 1:47 PM)
    ID
    2019-2966
    # of Openings
    2
    Category
    Information Technology
  • Overview

    The pre-eminent expression of lifelong learning in the United States, Chautauqua Institution comes alive each summer with a unique mix of fine and performing arts, lectures, interfaith worship and programs, and recreational activities. Over the course of nine weeks, more than 100,000 people visit Chautauqua and participate in programs, classes and community events for all ages — all within the beautiful setting of a historic lakeside village. As a community, we celebrate, encourage and study the arts and treat them as integral to all of learning, and we convene the critical conversations of the day to advance understanding through civil dialogue.

    Responsibilities

    The IT intern's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

     

    • Alert management to emerging trends in incidents.
    • Acquisition & Deployment
    • Deploy pre-packaged software using distribution tools and processes as requested by end users.
    • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
    • Build rapport and elicit problem details from service desk customers.
    • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
    • Escalate incidents with accurate documentation to suitable technician, when required. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
    • Use remote tools and diagnostic utilities to aid in troubleshooting.
    • Research solutions through internal and external knowledgebase as needed. Identify and learn appropriate software and hardware used and supported by the organization.
    • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
    • Install antivirus software and ensure virus definitions are up to date.
    • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
    • Test fixes to ensure an incident has been adequately resolved.
    • Develop help sheets and FAQ lists for end users.
    • Contribute to technician knowledgebase as needed Reinforce SLAS to manage end-user expectations. Provide suggestions for continual improvement.

    Qualifications

    ⦁ Knowledge of basic computer hardware

    ⦁ Experience with desktop and server operating systems

    ⦁ Extensive application support experience with Windows and Microsoft Office.

    ⦁ Working knowledge of a range of diagnostic utilities

    ⦁ Experience with desktop and server operating systems

    ⦁ Exceptional written and oral communication skills.

    ⦁ Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

    ⦁ Strong documentation skills.

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