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IT Support Intern – Remote

Center for Excellence in Higher Education

This is a Full-time position in Remote - US posted May 27, 2020.

Location : Remote – US

Company Overview

The Center for Excellence in Higher Education (CEHE) is a 501(c)(3) non-profit corporation headquartered in Salt Lake City, Utah.  CEHE operates degree-granting career colleges throughout the western United States and online.  The college brands include Stevens-Henager Colleges in Utah and Idaho; CollegeAmerica in Colorado and Arizona; California College San Diego, and Independence University (online platform). All of the colleges are accredited by ACCSC, a national accrediting body recognized by the U.S. Department of Education. The colleges offer degree programs from the Associate’s level through the Master’s level in a variety of disciplines including Computer Science, Graphic Arts, Business/Accounting, Nursing, and Healthcare.  CEHE is an at-will employer.

IT Support Specialist I

In support of this, the IT Support Specialist will interact with students and staff through inbound calls, voicemail, and email to produce a stable, consistent, and dependable Service Desk. As a point of contact between the IT department, staff, and students, the IT Support Specialist will provide high-quality customer service and represent the company professionally at all times.

Essential Functions:

  • Promptly answer requests for assistance from students and staff
  • Prepare for and participate in all scheduled training sessions
  • Provide timely follow up to any requests not resolved during the initial request for assistance
  • Ensure accurate and precise data entry of all service desk contact into tracking system
  • Escalate and/or refer any requests for assistance that require action or expertise outside of the scope of the Service Desk
  • Provide assistance to and report to any other requests made by the IT Support Manager
  • Attend all work shifts promptly and completely
  • Must be able to lift 15 lbs.

Qualifications:

  • Ability to organize and handle multiple tasks
  • Attention to Detail
  • Introductory training in configuration of network hardware and computer systems
  • Analytical and problem-solving skills
  • Strong interpersonal skills
  • Technical proficiency  

Education:

  • Associate’s degree preferred or equivalent experience

Experience:

  • Minimum of one year of experience working with IT helpdesks or in other IT related positions, or equivalent educational experience
  • Microsoft Office and anti-virus software experience required

Measures of Merit:

  • TBD by supervisor within 90 days of hire based on Help Desk problem resolution percentage, problem response time, resolution satisfaction, support call times, and support area statistics (online vs. campus, staff calls, student calls, etc.).