IT Support Intern at Mercy Corps

Purpose of Internship

The internship will provide an opportunity for professional training through support to the team based on the activities:

• Respond to user requests for service, troubleshoot problems, and help develop solutions;
• Support with troubleshooting PC hardware components, desktop operating system software, and application software;
• Work with the accredited service centers in repairs to equipment and arrange for other servicing needs;
• Identify and report system issues to vendors, monitor and test resolution issues sent to vendors;
• Monitor antivirus software and updates, report computers infected with spyware, adware and/or viruses;
• Monitor backup systems and procedures to ensure data security;
• Maintain a log of service requests, solutions and other responses;
• Assist in maintaining inventory records and documentation for equipment;
• Participate in user training for basic hardware and software used within Mercy Corps environment;
• Provide backup technical support for the network, including router, firewall, and wireless access points;
• Maintain open communication and positive working relationship with staff;
• Perform other duties/projects as assigned.

Learning Objectives

After this internship, the intern will:

• Gain hands-on experience in a wide range of IT functions including but not limited to IT support, IT Systems administration, networking and solutions design and development
• Gain experience in working in a multicultural environment with diverse activities
• Gain experience in working in an international humanitarian organization

Deliverables

• Ability to attend to basic user support queries with minimal supervision;
• Demonstration of participation in applications development and implementation;
• Ability to create technical and end-user documentation;
• Ability to monitor endpoints and ensure they are compliant with Mercy Corps set minimum requirements;
• Ability to generate reports on fault summary, trend analysis reports, weekly, and identify a possible trend.

Knowledge and Experience

• Recent graduate in Computer Science, Information Technology, or Management Information Systems major;
• An understanding of computer networking, cabling, and network file and print services;
• Ability to define problems, collect data, establish facts, and draw valid conclusions;
• Strong verbal and written communication skills;
• Excellent analytical and problem-solving skills;
• Ability to work well in teams;
• Strong work ethic and attention to detail;
• Ability to develop, maintain, and promote strong internal and external relationships
• Familiarity with Microsoft O365 suites is a strong added advantage;
• Familiarity with Java, JavaScript, Python, SQL, or PHP is a strong added advantage