Help Desk Intern

Job title: Help Desk Intern in Reston, VA at Trustwave

Company: Trustwave

Job description: About Trustwave Government SolutionsTrustwave Government Solutions is a leading provider of data security and compliance services to the U.S. Federal government. Our team of security experts, ethical hackers and researchers, enables our government partners to transform the way they manage their information security and compliance programs results to ensure each customer receives valuable outcomes at the best value. The agencies we work with benefit from our collaborative, innovative approach to meeting their unique needs. We listen carefully and respond nimbly. Our solutions combine industry best practices with customized technology to ensure quality and integrity.Based in our Reston location, with at least 2 days per week in the office, the IT helpdesk works with the IT Director and IT support Administrator that is responsible for assisting all internal user IT requirements including PC and Mac hardware and software troubleshooting and setup. This position will report to the Director of IT.Ideal candidates are organized, have a strong desire to help people, and are excited by learning technology.Main Duties and Responsibilities:

• Ticket Handling

• Process inbound IT requests via tickets or chat, email, and phone and log to a ticket
• Provide Tier 1 support for end users both desk side and remote
• Escalate Tier 2 support requests to the appropriate department/team member
• Troubleshoot & resolve problems with end user equipment & software using best practices including attention to security
• Follow standard practices in solution documentation as it relates to end user systems, support, and processes
• Guide users though interfacing with IT and update documentation to help streamline similar future interactions
• Inventory

• Order IT equipment to maintain stock levels
• Build and ship new hire equipment
• Collect equipment after hardware refreshes and terms
• Maintain inventory records
• Office Support

• Support of meetings including assisting with the A/V requirements
• Teach users how to use the A/V in their meeting room
• Help users with printer connections and issues
• Setup user desks
• Executive “white glove”

Technical Qualifications:The ideal candidate it looking to learn from IT professionals in the field and has demonstrated experience in:

• Familiarity in both PC (Win 10/11) and Mac (MacOS)
• Familiar with both iOS and Android
• Familiarity in Microsoft Office Suite (Office365)
• Experience with various hardware including: laptops, MacBooks, printers, peripherals, smartphones, and A/V equipment
• Interest in learning about Active Directory, TCP/IP, DHCP, and DNS

Additional desirable skills:

• A+ certification
• History of working on others machines using remote assist tools.
• Understanding of ticketing tools and their functions

General skills:

• Ability to prioritize and manage own tasks/responsibilities, ability to work independently and without supervision.
• Passionate about customer service and the user experience
• Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities
• Excellent oral and written communication skills
• Flexibility on working hours (during the work week only)
• Familiarity with the security industry is desirable but not required

Education:

• A high school diploma or equivalent is required; a college or university degree is a plus.

This is a remote opportunity open to anyone legally authorized to work in the United States. Guided by our flexible workplace philosophy, , people gather in the office when in-person interaction is most impactful; full-time remote employees may be asked to travel occasionally based on the needs of the team and the business.Trustwave is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws.Trustwave is also committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact our Human Resources department at .Per Federal government contracting requirements, candidate must (1) be a US citizen, (2) pass and maintain a National Agency Check with Local Agency and Credit Checks (NACLC), and (3) obtain all required security clearance(s).To All Agencies:Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.#LI-KD1

Expected salary:

Location: Reston, VA

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