IT Support Service Desk Student Employee

Job Title:

Location:

Knoxville, TN

Job Summary and Description:

The IT Service Student Employee will assist the Service Desk team and other IT units regarding potential problems or issues affecting the EPRI computing community. The Student Employee will provide user support via phone and in person, troubleshooting and supporting Desktops, Laptops, mobile devices and printers.

Duties & Responsibilities:

Responds to inquiries and requests from users for assistance with EPRI workstations, mobile devices, printers and processes
Assist and learn Cisco WebEx as a Level I support Resource
Monitors new tickets in a timely manner, accurately logging user requests and incidents, tracking to resolution within SLA and escalating to Level II Analysts or other IT units as necessary
Identifies problems, troubleshoots and provides solutions to assist users
Alerts Lead, other Analysts, Service Desk Manager and other IT units as necessary of priority 1 or urgent level incidents and/or requests
Coordinates with other units within IT to resolve problems as necessary
Provisions workstations for new hires and refreshes according to schedule
Retrieves, re-allocates and disposes of workstation and mobile device equipment according to EPRI policy
May assist in training users and delivering new hire orientations
Acts as a customer service advocate in resolving service requests and arbitrates between systems and users when conflicts arise
Provides recommendations on optimizing standard processes as related to customer service
Maintains a broad knowledge of technology, equipment and/or systems within field of work
Completes all assigned individual, team and department projects in a timely and complete fashion
Provides phone coverage as required
May provide end-user training
Maintains a broad knowledge of technology, equipment and/or systems within field of work
Performs other duties as assigned.

Education & Experience:

Associate’s degree in Information Technology or related field
A combination of completed college-level coursework and experience may substitute for the degree

Skills & Attributes:

Depending upon the operational needs of the department, basic to intermediate-level of knowledge and skills in the following areas:

Windows Workstation and Server
Local Area Network (LAN) and remote access troubleshooting
Network and LAN fundamentals, including network interface connection and user installation, network topologies, LAN administration, servers and network architecture
Voice communication equipment
Microsoft Office Suite software, third party systems accessed software via desktop client or web-based client
Internet technology
Ability to operate, install, maintain, configuring and troubleshoot highly technical
Understanding of project management concepts
Ability to maintain effective working relationships with those contacted in the course of work
Ability to efficiently manage time and organize work
Ability to communicate clearly, verbal and written
Ability to maintain a customer focus in providing technology services Full-time preferred over the summer months; part-time during school year.

Electric Power Research Institute (EPRI) Glassdoor Company Review

4.3

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CEO of Electric Power Research Institute (EPRI)

Arshad Mansoor

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By Electric Power Research Institute (EPRI)

The Electric Power Research Institute (EPRI) knows there's more to electricity than putting a plug in a socket. The institute consists of investor-owned and government-owned utility companies, as well as other industry representatives. EPRI is a n...

4 jobs

INDUSTRY

Membership Organizations

TEAM SIZE

501-1000

LOCATION

Hybrid, based in Palo Alto, CA

DATE POSTED

August 4, 2023