Help Desk Technician - Intern

**Job Summary** The role of the Help Desk Technician - Intern is to stage, configure, and support workstations and network-related hardware and software applications for RamSoft. This role is also responsible for maintaining company-wide computer hardware and network infrastructure, and participating in other IT department projects. The Help Desk Technician – Intern will directly support RamSoft employees at all levels of the company through email, chat, phone, and in-person assistance. **Reports to: IT Operations Manager** **Job Level: Individual Contributor** **Responsibilities** * Provide first-level technical service and support to all users * Maintain communications with users during the problem resolution process * Provide timely resolution of end-user problems * Install new software releases, system upgrades and resolve software-related problems * Respond to telephone calls, email and personnel requests for technical support * Document, track and monitor problems to ensure a timely resolution * Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware * Create, manage, and work helpdesk support tickets * Identify, research, and resolve technical problems * Handle all day-to-day tasks and operational activities in regards to troubleshooting and maintaining office servers, networks, and employee-specific equipment such as computers, printers, scanners, telephones, headsets, etc. * Configure, stage and ship workstation-related hardware * Set up new hires with appropriate equipment, assisting with workstation arrangements, installing applicable software/hardware/wiring, ordering equipment, and assisting with IT Orientation Tasks * Train staff on IT-related Equipment and Applications * Monitor performance of remote systems and perform performance tuning as necessary * Perform other related duties as required **Experience** * Graduate from a technical college specializing in computer systems and networking. * Preferably with at least 1 year of experience in systems (hardware and software) configuration and support or working in a related role. * Must be personable, communicate well, display patience and the ability to provide training and assistance to computer users on technology. * Knowledge of Microsoft 365, Intune, and other Microsoft SaaS technologies. * Knowledge of Computer Software (e.g. network administration tools, imaging software, etc.) * Knowledge of Computer Hardware (e.g. IT Systems, PC components, network cards, etc); * Knowledge of Computer Operating Systems (e.g. Windows, DOS, Macintosh) * Knowledge of Networking Technologies (TCP/IP, DNS, DHCP, Active Directory) * Basic scripting and programming skills. * Fundamental AI knowldege * High level of communication skills, written and verbal, is required in order to interact and provide training to employees * Ability to logically and analytically troubleshoot software and to discuss issues with manager, team and internal personnel * Ability to interpret technical material in books, journals, or manuals; troubleshooting computer system problems * Proven ability to work well under minimal supervision * Extensive organizational and time management skills * Ability to make decisions and manage multiple priorities