IT Intern

The IT Intern is responsible for assisting the IT Support team in providing support to staff with computer hardware and software issues. This position will be focused on providing support for employees across various departments and locations. This role is responsible for the deployment, maintenance, monitoring, analysis, and resolution of the equipment, both physical and virtual, that delivers the end user access to the digital content. The IT Intern will gain familiarity with a variety of cloud system concepts, ITIL practices, and procedures, relying on experience and judgment to plan and accomplish goals, performing a variety of complicated tasks, with expectations to have a wide degree of creativity and latitude.

1. System Maintenance. Maintains existing systems, programs, interfaces and reports according to changing requirements, user needs, funding changes and/or best practices. This includes:
   1. Investigating impact of modifications and adjustments to existing systems software and interfaces.  
   2. Managing and performing system upgrades, migration or retirement by coordinating, planning, scheduling, testing and communicating changes through the change management process.
   3. System monitoring and performance evaluation, making recommendations as needed.
   4. Preventative maintenance
   5. Ensuring backup and recovery of system and data
   6. Working with the vendor or partner as required.

1. Training.
   1. Responsible for identifying and providing training and assistance where required. 
   2. Identifies and requests necessary self-training.

1. Team Participation. 
   1. Attends and actively contributes to department, team, and ad-hoc meetings
   2. Works with Help Desk staff to provide first and second level support for unresolved work orders.  
   3. Leads or participates with teams to meet department and county projects or goals. 
   4. Completes IT Department operations and tasks as assigned.  

1. Documentation.
   1. Develops and maintains technical documentation for supported systems. 
   2. Completes work order detail, time reporting, project updates, problem logs, equipment transaction forms and other required documentation.  

1. Planning 
   1. Identifies opportunities for process improvement or eliminating waste.   
   2. Prepare operational plans for supported systems.

1. Technical Skills
   1. Maintain up-to-date knowledge of voice and network topology/configuration 
   2. Works with the Subject Matter Experts (SME) for multiple systems. 
   3. Become familiar with operations as required to support the customer(s). 
   4. Manage or assist with delivery of system components or entire systems using various tools
   5. Maintain and implement monitoring and alerting to help manage and ensure Service Level Agreements
   6. Maintain up-to-date knowledge of PC, server, and mobile technologies, and assigned systems. 
   7. Become familiar with operations as required to support the customer(s). 
   8. Assist with delivery of system components or entire systems using various tools such as SCCM.
   9. Windows and O365 access, support, troubleshooting and integration
   10. Application automation may include: VB, VB/ASP.NET, PowerShell scripting, COBOL, RPG, Python, or web coding to support systems.  
   11. Responsible for maintaining computer systems, networking, and A/V.
   12. Provide helpdesk support for supported users to resolve application and computer configuration problems, both on-site and remotely.
   13. Works with personnel to resolve application problems and provide recommended solutions.
   14. As a generalist, you may be needed to help provide level 2 support around applications, network troubleshooting, or general support coverage in other area.

1. Cyber Security. Participates in cyber security training.  Also assists with the development and implementation of cyber security systems and disaster recovery plans.  May participate in the handling of cyber incidents. 
   1. Champions security for managed systems.
   2. Promotes cyber security with the customer & community.
   3. Advocates security of data and information in transit and at rest as required.

Education and Experience:

Applicants should be pursuing an Associate or Bachelor’s degree in an IT related field, have recently graduated from such a program, or have equivalent experience.

      Licenses and Certification:

Valid Driver’s License required.

Fingerprint/background clearance required

Knowledge of computer software, operating systems, hardware, and networking.

Hands-on experience with Windows and macOS environments.

Solid understanding of office automation products and computer peripherals including printers and scanners.

Provide technical support, as needed, to the enterprise specifically around Microsoft Office 365 and Microsoft Outlook

Consult with other business units (e.g. application groups, DBAs, middleware, etc.) to configure platforms for product installation and ongoing support

Design and document enterprise standards and procedures

Ensure platforms/systems conform to established enterprise/industry standards (systems management, security, operating systems, etc.) and reference models

Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures

Monitor, manage, and tune platforms to ensure expected availability and performance levels are achieved

Coordinate activities with internal/external technology owners/service providers

Plan and implement life cycle management of software and hardware

Ability to work well with departmental personnel and users.  

Ability to work independently or as a member of a project team.  

Ability to quickly identify and resolve support problems.  

Ability to coordinate multiple problems and projects.  

Ability to establish and maintain effectively working relationships with staff and users. 

Ability to communicate effectively both orally and in writing. 

Ability to work the required hours of the position

Salary : $15