GLIDE Helpdesk Intern Application Process Overview:

An internship at GLIDE is an opportunity for individuals to further their education through hands-on experience and the following is a description of a Helpdesk Internship, to include helpdesk duties and special projects.

This internship is open to current A+ certified and higher-level skilled individuals. The internship lasts 3 months and is 20 hours a week. This is an unpaid internship and interns must be currently enrolled in an accredited academic program and receiving academic credit or be in a program approved by a public agency to provide training to be eligible for the internship. Interns progress through four stages of increasing skill development and responsibility during their tenure; as described below.

Job Duties:

• Deliver customer support over the phone in a call center environment
• Troubleshoot and resolve a wide range of computer-related problems
• Distinguish between Level 1 and Level 2 end-user problems, evaluate and solve
• Special computer network-related projects
• Clean computers
• Install peripherals and supporting software
• Train and support other interns
• Document work performed
• Assist in maintenance of inventory and other records
• Assist with basic customer system repairs

Required Skills:

• Currently working toward or has achieved A+ Certification
• Recommended by academic instructor
• Eager to learn
• Customer service skills
• Ability to identify and solve computer problems
• Ability to follow standardized procedures to test and refurbish computers
• Ability to follow directions
• Able to work at different worksite(s) when required

For individuals who have attained A+ certification, there may be additional work repairing IT equipment. Interns who show an aptitude for working with end users may also work in the desktop support area with tasks related to customer liaison, system troubleshooting, and other duties as directed.

Daily responsibilities:

• Field all Helpdesk calls from GLIDE user base and create a record of the request for help.
• Resolve all Level 1 end-user problems over the phone, pass all Level 2 requests on to the Network Technician, and contact third-party vendors for warranty service repair if needed.

Interns’ responsibilities will increase over time and with demonstrated skill development. This PDF document shows a chart of the basic work of interns at various times. Times are approximate and will be adjusted according to the intern’s demonstrated level of skill.

To apply for the IT Internship:

Meet with the GLIDE’s Student Relations Manager who will discuss the position and your qualifications with you, and will make any recommendation. The Student Relations Manager will provide you with an Approval for Internship form. Complete the Request for Approval for Internship form and submit it to the Student Relations Manager along with your current resume. Talk with your instructor and determine if your instructor will recommend you for the internship. The Student Relations Manager will inform you when an intern role is available. At that time, you will be requested to submit your resume, the Request for Approval for Internship form, and a cover letter to the GLIDE’s Student Relations Manager. This person will conduct interviews and is ultimately responsible for selecting interns for interviews with GLIDE.