IT Support Services Technician

IT Intern

Job Summary

The Summer Intern program at CooperSurgical provides university students with the opportunity to participate in meaningful projects that contribute to the overall business unit objectives. In addition to the assigned projects,

Interns are given the opportunity to participate in activities that encourage networking with peers, managers, and employees.

Essential Functions

• Perform first-level analysis, diagnosis, and resolution of desktop, printer, or scanner problems for end users in office and/or distribution center environment. Gathers preliminary information and performs initial troubleshooting to resolve or escalate support requests as needed.

• Perform password resets and account unlocks using Active Directory and Okta.

• Applying, installing, diagnosing, repairing, maintaining, and upgrading PC and Mac hardware, thin clients, and peripheral equipment to ensure optimal workstation performance.

• Use endpoint management tool to build and deploy equipment to end-users.

• Install, configure, test, patch, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required service levels.

• Maintain assigned work requests in Service Desk tool and resolve within SLA.

• Support offshore team by handling call overflow on ACD or issues needing escalation.

• Monitor and coordinate onboarding/offboarding calendar to ensure timely actioning of all associated tasks by applicable team members.

• Create and maintain end-user documentation/knowledgebase for hardware and software in service catalog.

• Maintain an inventory of IT equipment at the site.

• Facilitate equipment returns from terminated users or due to device replacements.

• Liaise with third-party support and equipment vendors for inventory purchasing and hardware repairs.

• Keep applicable process and SOP documentation up to date.

• Identify and suggest areas for process improvement.

• Performs other related duties as assigned.

Scope

• This position provides IT support to both on-site and remote employees around the world to resolve requests submitted via phone, email, or ticketing system.

Knowledge, Skills and Abilities

• Foundational technical knowledge of PC and Mac and desktop hardware, including printers, scanners and peripheral devices

• Foundational technical knowledge of PC operating systems and client configuration in domain environment.

• Hands-on hardware troubleshooting experience.

• Ability to read and understand technical manuals, procedural documentation, and OEM guides.

• Strong written and oral communication skills in English is required to communicate with the global team.

• Ability to present ideas in user-friendly language.

• Analytical and problem-solving abilities, with keen attention to detail.

• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

• Experience working in a team-oriented, collaborative environment.

• Ability to work independently

• Strong customer-service orientation.

• Ability to multi-task in a fast-paced environment.

• Intermediate skill in the use of Excel, Word and PowerPoint. Advanced preferred.

• Well organized with attention to detail and ability to carry out tasks independently.

• Excellent project management, organizational and follow-through skill set

• Strong communication and interpersonal skills

• Professional demeanor

Experience

• Not required, but prior Internship experience is a plus.

Education

• Current university student, majoring in Computer Science or related field of study, entering their Junior or Senior year.

• Completed course work in computing fundamentals.

CooperSurgical is an equal employment opportunity employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran