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May 02 2014 ryacobellis

USG IT End User Computing year-long paid internship opportunity

Posted May 2, 2014

USG has made available a paid year-long internship requiring 20-30 hours per week starting in mid-May to June, 2014. There is an opportunity for this position to become full-time after the internship is completed and upon graduation. Please see the following job description for more details. Note that since this is a year-long internship you could use it for 3 credits of COMP 391 in Fall, 2014, and 3 credits in Spring, 2015.

To apply, please use this link: https://usgcorp.taleo.net/careersection/jobdetail.ftl?job=HQ+10218&lang=en&sns_id=mailto; you can use Juan Favela, jfavela@luc.edu, as a reference – Juan was an intern for USG in this position this past year.

Position Title: Intern

Department: Information Technology – End User Computing

Reports To: IT Lead

POSITION SUMMARY

This position will focus mainly on providing day-to-day break/fix expertise for local and remote users of mobile devices (iPhones, iPads, SurfacePro, Androids) and PCs.  Requests may include answering “how to” questions, ordering mobile devices and setting up new users, answering questions about mobile plans, and providing troubleshooting expertise for internal end users using PCs, Microsoft Windows and Microsoft Office tools.  Requests will be monitored and prioritized utilizing a Service Desk ticket queue.  Creating and maintaining documentation for various PC, mobile phone and tablet support procedures will be required. Expect interaction with end users, vendors, mobile carriers, and multiple groups within USG IT at varying levels.  Metrics and basic issue analysis could also be required.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

Mobile Services

  • Become familiar with all supported Android and iPhone models
  • Become familiar with all supported mobile tablet devices
  • Become familiar with all supported mobile broadband devices
  • Understand the interaction between mobile devices (phones, tablets) and the Mobile Device Management system (Mobile Iron)
  • Be able to load operating system and applications on iPhone, iPad, SurfacePro and Android devices
  • Understand and perform administrative functions on the Mobile Data Management platform (Mobile Iron)
  • Troubleshoot  iPhone, iPad, SurfacePro  and Android operation and application issues
  • Document smart phone and tablet support procedures
  • Provide support for smart phones and tablet devices
  • Work with multiple carriers (Sprint, Verizon, etc.) on mobile plan ordering and options

Technical Break/Fix and Request Processing

  • Coordinate shipping of computers back to corporate office
  • Coordinate repair and return of equipment with the corporate tech support team
  • Coordinate retrieval of off-lease equipment with Asset Management team
  • Provide both local and remote PC support, to end users of varying skill sets, over Instant Messenger (IM), phone, email, remote control and face to face
  • Provide Windows 7/8.1 operating system support
  • Provide Microsoft Office 2007 and 2013 (Word, Excel, PowerPoint, Access) support
  • Provide support for other corporate applications as required
  • Provide support of basic client network connectivity (wired and wireless)

Ticketing System

  • Become proficient in creating, modifying and closing tickets in the Service Desk ticketing system
  • Monitor and maintain dedicated work queues within the tool
  • Understand and follow the outlined escalation process

Communication Skills

  • Presents ideas effectively in formal and informal situations
  • Composes, reviews, edits and issues a variety of written materials for diverse audiences

KEY QUALIFICATIONS:

Education

Required

  • High school diploma or equivalent

Preferred

  • Working toward a degree in Information Technology, preferably Management Information Systems (4th year Senior)

Required Skills

  • Basic Windows 7/8.1 knowledge
  • Basic knowledge of Microsoft Office and SharePoint
  • Strong analytical and problem solving skills
  • Solid communication skills, both verbal and written, utilizing numerous vehicles (IM, email, phone, face to face); ability to work in a positive and congenial manner with end users
  • Becomes acclimated to the IT Operations and End User Computing processes
  • Effective time management
  • Ability to create and maintain technical documentation using various tools

Preferred Skills

  • Basic TCP/IP knowledge
  • Exposure to smart phones, tablet devices and Blackberry phones
  • Ability to use the internet to research support issues

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