I.T. Intern ** ** **This position is responsible for handling IT related calls and emails. It is the firtst level support. This position frees this position **up the time for our secondary support technicians to provide desk side support should the need arise. ** ** ** ** Job Description Takes users issues and requests via phone, email, and Self Service Ticketing System. Logs the issues equests into the Help Desk Tracking System then either resolves or escalates to the appropriate resource. · First level troubleshooting of laptops, desktops, servers, network related or attached systems · Recommends or performs minor remedial actions to correct problems · Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. · Replaces defective or inadequate software packages · Maintain Active directory user account and security consistency · Service internal and external customers cost effectively; log and track customer support requests · Escalate and redirect Help Desk Incidents to the appropriate technical resources · Install, troubleshoot, and repair PC hardware and Operating Systems. Troubleshoot MS and Enterprise software application issues. · Provide support for LAN, remote (VPN, RDP, Citrix) access, and resolve basic Email connectivity issues · Installation and maintenance of Windows based PC/Laptops in an enterprise environment · Troubleshooting, configuring of desktop components, and assisting with physical installations of Desktops, Laptops, and Thin clients. · Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems · Installing software patches as needed and eradicating spyware/viruses · Setup and troubleshooting of print servers and queues · Assists with upgrade implementations, application support, and network infrastructure expansions · Performs preventive maintenance and repairs · Performs other duties as assigned Competencies: · Sense of Urgency: IT issues usually start at the IT help desk. Must understand and direct the team to address issues by the required SLA timeline. There are times where critical business functions depend on IT products and services working as soon as possible. · Communication: There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion. · Customer Focus: The IT Helpdesk and Tech Support team exists to support our customers, the internal computer users. We will provide the level of service that insures as little down time as possible for the business. · Teamwork: The IT Operations team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group spread out across North America. · Soft Skills- The ability to engage customers verbally in a professional manner Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Education/Experience: · Must be a Junior or Senior, attending College or have a Bachelors degree · Experience with installation and maintenance of Windows 7/10 PCs · Basic experience with Windows Active Directory LAN administration · Some technical knowledge of PCs, laptops, printers, and peripheral hardware devices · Working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software, · Ability to diagnose and resolve on-site and remote PC related computing problems Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports and correspondence. Ability to speak effectively before groups of customers or employees Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry Reasoning Ability: Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists Computer Skills: To perform this job successfully, an individual should have knowledge of Internet software, spreadsheet and word processing software, operating systems, advanced knowledge of personal computers, networking and peripheral hardware **Primary Location: **North America-North America-United States-CA-Santa Ana **Work Locations: ** **Job: **Information Technology **Organization: **Leica Biosystems **Schedule: **Full-time