Junior ITSM Technician Intern at One Acre Fund

About the Role

• Seeking a motivated Junior ITSM Technician Intern to provide first-level IT support, troubleshoot user issues, manage service requests, and deliver excellent customer service while developing practical ITSM and technical support skills.

Responsibilities

Service Desk Operation and Management

• Adhere to service desk policies, processes, and guidelines
• Provide first-level support for basic user inquiries under supervision.
• Escalate complex issues to higher-level technicians.
• Communicate with users to provide updates and clarify simple issues.
• Follow detailed procedures for troubleshooting hardware, software, and user errors.
• Assist in improving ticket documentation by logging essential details in the system.

Outcomes achieved:

• Timely responses to user inquiries.
• Accurate documentation of service desk interactions.
• Successful escalation of complex problems to higher-level support.

Documentation / Knowledge Management

• Follow and update basic documentation for common issues.
• Log communication and issue resolution according to ITSM procedures.
• Use existing diagnostic scripts and templates.

Resolution of Service Requests and basic incidents

Resolve common requests/service requests, such as:

• Basic troubleshooting of hardware and software.
• User licensing and account setup.
• Assist users with training and resolving user errors.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

Technical Skills:

• Foundational IT knowledge and basic troubleshooting skills.
• Familiarity with ITIL foundations and ITSM concepts.

Knowledge

• Understanding of organizational technology policy and service desk procedures.