It Helpdesk Intern-2

All are encouraged to apply! Join Peckham - WORK. GROW. ADVANCE.
Peckham is a vocational rehabilitation social enterprise. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the 'eligibility for services questionnaire' to help us determine the best fit and necessary accommodations for your employment needs.
If you do NOT have a disability, please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.
Peckham Inc. - PSD - IT Help Desk Intern
SUMMARY
Interns will be responsible to learn and apply IT service-desk processes and core customer service skills in a technical support environment. Primary responsibilities include clear customer communication, problem solving, and documenting customer inquiries, all within established service level guidelines. The intern will be focused on providing first level support for client computing, desktop operating systems, and line of business applications.
DUTIES AND RESPONSIBILITIES

• Acknowledges, problem solves, and resolves customer inquiries within established service level guidelines via IT Service Management processes.
• Ability to communicate clearly in verbal and written media.
• Monitoring the help desk system and group email box for incoming requests from users.
• Working with users to resolve their requests.
• Ability to prioritize incoming requests ("triage") by expected priority and available resources.
• Requests that are outside Systems authority forwarded to the appropriate groups, with a follow-up requested.
• Image the operating system and load software on PC's and laptops.
• Provide systems support for different system types and infrastructure components, some of which are not widely used.
• Will communicate with leadership through periodic updates and formal evaluations.
• Create and maintain technical and end user documentation of processes and procedures.
• Promotes the vision, values, and services to all customers and stakeholders of both the host organization and Peckham Inc.
• Assists in maintaining organization wide quality standards.
• Maintains a safe and clean work environment.
• Other related duties as assigned by the site supervisor.

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent
• At least 18 years old
• Proficient in the English language (written and verbal)
• U.S. Citizen
• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.
• Certification Level: When entering the Peckham Service Help Desk the candidate must have an IT recognized certification, such as CompTIA A+, Security+, or Microsoft 70-685. Education or experience may be considered in lieu of a certification.
• The candidate must be pursuing one of Peckham contracts for employment: EHD or USDA
• Candidates must complete all certification needed to enter their Contract once the internship is completed. Requirements vary by contract.
• Motivated, self-directed, detail-oriented individual
• Enjoy working in a fast-paced environment; ability to effectively multi-task.
• Must have reliable transportation to get to job locations.

PREFERRED QUALIFICATIONS

• Experience resolving PC hardware and software problems, specifically Microsoft Office applications, preferred.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
Individuals will be on the phone in a cubicle for most of their scheduled shift. The employment facility is a universally designed building with an open environment that provides natural light throughout work areas. Individuals will work individually, and therefore are required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere. The tasks of the call center are repetitive in nature. The noise level is generally moderate. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SECURITY
Many of the positions through the Business Services Division require a security clearance. Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.
OTHER INFORMATION
This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Peckham is an Equal Opportunity Employer - EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law
EOE-Embracing Diversity to Achieve Excellence
SPECIAL NOTES
These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov
PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER
EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.
REASONABLE ACCOMMODATION FOR APPLYING NOTICE
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at jobs@peckham.org
• Call us at (517) 316-4000
• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Business Line:
Contact Center Solutions
Location:
Lansing, MI
Worker Sub-Type:
Team Member