IT Tech Support Intern

Company Background

NEBCO is a third-generation, family-owned and operated business, which employs more than 1100 employees across 50 locations spanning the State of Nebraska. NEBCO supplies the construction industry with materials needed to construct buildings, streets and highways. Our business interests also include mining, finance, real estate development, agriculture, transportation, railroading, warehousing, insurance and surety bonding. The company has developed beyond its roots into areas including construction materials, real estate, recreation and philanthropy. NEBCO has grown to become one of Nebraska’s most diversified and successful privately-owned businesses. For more information about the company visit www.nebcoinc.com

Job Summary
Under supervision, reviews, prioritizes, documents, and effectively resolves user incidents and service requests; provides software and hardware support for all of NEBCO’s systems at the home office, and remote field locations, installs and configures new software and hardware; resolves problems involving the use of diagnostic tools, troubleshooting and problem solving methodologies. Must abide by Company Safety Program and Policies, while performing duties safely.

Essential Duties and Responsibilities include, but are not limited to, the following:

Answers, evaluates, logs, tracks and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Interviews user to collect information about problem and may lead user through simple diagnostic procedures to determine source of error. Determines whether problem may be resolved remotely or requires on-site resolution through priority and assigns to technical support.

Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to the IT more experienced support staff.

Logs and tracks calls using problem management database and maintains history records and related problem documentation.

Prepares standard statistical reports, such as help desk incident reports.

Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

Calls software and hardware vendors to request service regarding defective products.

Assists in testing software and hardware to evaluate ease of use and whether product will aid user in performing work.

Writes or revises user desk procedures.

Assists with install of personal computers, software, hardware and peripheral equipment.

Assists in the review of items for purchase to support the department, including tracking purchase, receipt and paperwork for payment of product.

Helps manage technology equipment checkout processes.

Other duties as assigned.

Education and/or Experience:

• Pursuing degree in information technology, computer science, or related program.
• \"Hands on\" help desk work experience supporting office/business software applications installing, upgrading, and troubleshooting computers in network environment preferred.

Computer Skills:

• Hands on experience with Microsoft Windows operating systems.
• Must be able to utilize and provide basic end-user support for Microsoft Office products.
• Basic PC, Application and network troubleshooting skill preferred.

Certificates, Licenses, Registrations:

• Valid NE driver’s license with a good driving record to meet company insurance requirements.
• Certifications in operating system, hardware, and software a plus, but not required.

Other Skills and Abilities:

• Must be self-motivated and have a high degree of personal accountability.
• Working knowledge of computer software, hardware and networking technologies.
• Must have analytical, outstanding troubleshooting skills and problem-solving skills; defining cause, in-depth research, collecting data, establishing facts and drawing valid conclusions.
• Must be able to demonstrate resourcefulness, good judgment and good customer service skills.
• Must have effective interpersonal skills and relationship building skills.
• Must have a sense of urgency to resolve issues according to sound prioritization skills.
• Must be flexible and able to prioritize and juggle multiple issues simultaneously.
• to read, analyze, and interpret technical procedures, or help manuals.
• Ability to effectively present information and respond to questions from employee groups.
• Must also have good communications and understand operating in a confidential, supportive work environment.

Condition of Employment
Candidate is required to meet the above qualifications. Approval of pre-employment reference, background checks and post offer substance testing are required as conditions of employment.