Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and serve humanity. Job SummaryThe IT Intern-Staff role is to ensure proper computer operation, so end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when appropriate and necessary to maintain (Service Level Agreement) SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as giving in-person, hands-on help at the desktop level. Primary DutiesReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.These duties and responsibilities will be rated on the Annual Performance Review. + Responsible for setting up new desktops, laptops, tablets, and smartphones; troubleshooting, repairing, and upgrading existing workstations; and resolving software and hardware problems. + Provide on-going support to computer users, both on-site and off-site, and respond to software/hardware questions, issues, and problems. + Responsible for following all department policies and SOPs for procuring, setting up and disposing of all hardware and software and updating the asset management database. + Assist with assigning tickets and management of the Service desk. Additional Responsibilities + Field incoming requests to the Service Desk via phone, e-mail and in-person to ensure courteous, timely and effective resolution of end user issues. + Responsible for troubleshooting PC hardware/software and printer problems. Responsible to follow all department policies and SOPs for procuring, setting up and disposing of all hardware and software. + Prioritize and schedule problems. Escalate problem (when required) to the appropriately level Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. + Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. + Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software and ensure virus definitions are up to date. + Reinforce SLAs to manage end-user expectations. + Perform other responsibilities as assigned. Qualifications: Education, Experience and Certification(s) + High school diploma or General Educational Development (GED). + Valid driver’s license and access to reliable transportation to perform work-related travel required. + One to two years of equivalent work experience preferred. + IT Certifications is preferred. Knowledge, Skills and Abilities + Knowledge of basic computer hardware, including installation and troubleshooting + 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. + Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. + Ability to present ideas in user-friendly language. + Highly self-motivated and directed. Keen attention to detail. + Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. + Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Physical DemandsThe physical demands 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. While performing the duties of this job, the employee is frequently required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk and sit. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will be visiting a variety of locations in the community and can occasionally be exposed to outside weather conditions. The noise level in the ServiceSource work environment is usually moderate to quiet. ServiceSource is committed to hiring and retaining a diverse workforce and building an inclusive workplace. We are an Equal Opportunity and Affirmative Action Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions. PAY TRANSPARENCY POLICY STATEMENT: The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information