|2021 Desktop Support Technician Intern|
Location: SAN RAMON, CA
Employment Type: Internship
Date Posted: 03/08/2021
Expire Date: 05/08/2021
Job Categories: Information Technology
2021 Desktop Support Technician Intern |
2021 Desktop Support Technician Intern
Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
At Five9 we are committed to providing an exceptional experience for our interns. We tailor our program to provide participants with real, impactful work, contributing directly to the continued success of Five9. Through our Speaker Series and Events, you’ll have the opportunity to meet and learn from some of the best in the business.
As an intern at Five9, you can expect to:
Learn. Learn about yourself, your field and what makes Five9 special.
“I am proud that I was able to learn so many new concepts and systems in such a short amount of time and was able to contribute on a team to actual software development projects.” – 2020 VoIP Software Engineering Intern
Contribute. Contribute to the success of the company, your team, and real, impactful projects.
“I am most proud of owning the entire provisioning portal as part of the new cloud train, which will hugely impact how we release new products in the future!” – 2020 Associate Product Manager
Grow. Grow as a student, an employee, as a person!
“My proudest achievement from my internship is my professional growth. I have learned so much about how to interact professionally with various individuals from both within Five9 and from outside the company and have grown so much in my professional communications skill set.” 2020 Integrated Marketing Intern
The Desktop Support Administrator position is responsible for desktop-related support issues for the San Ramon office and remote users throughout North America. The position interfaces with end-users across all business units at multiple levels and assists IT support personnel in troubleshooting server and network failures. The position allows for participation in global projects, providing an opportunity for the individual to collaborate with colleagues from other Five9 sites. The Desktop Support Administrator is integral to smooth operations of the IT Service Desk and must wear many hats to be successful.
This role would focus on typical desktop support tasks and duties including:
Serve as the escalation point of contact for resolution of desktop/laptop related problems in a 1000+ customer enterprise
Respond to Service Desk calls, walk-ups, incidents, and tasks, following in-house procedures and escalation processes utilizing our ticketing system
Administer and support enterprise level solutions for managing computing devices within the Five9 global enterprise
Troubleshoot research, diagnose, document and resolve technical issues in a timely manner involving the client compute environment and infrastructure
Provide support services to Five9 employees with technical problems and information technology issues including, but not limited to Apple, Microsoft, VPN or mobile devices, involving desktop, laptop, communication devices or network services from local personnel or remote employees.
Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolve minor to major hardware, software and networking issues
Assist in identifying resolution gaps at the Service Desk, with any standard operating procedures and customer service guidelines relating to IT support
Document and maintain hardware management lifecycle.
Participate in developing documents, implement standard operating procedures and customer service guidelines relating to remote IT support.
Basic System Administrator tasks of: systems monitoring, account management, server and security/virus protection updates.
Assist with General IT office maintenance, facilitating onsite meetings, Smart Board/TV and Audio/Visual System Support.
Maintain password security, data integrity and file system security for the corporate desktop environment.
Learn quickly and adapt to a changing environment and eager to accept new responsibilities.
Support and troubleshooting of printers, copiers and fax machines.
Assist in coordinating and performing office moves, add and changes.
Performs other related duties as assigned.
By the end of the internship, the candidate will have a greater understanding of the technologies, best practices and challenges of managing Windows and Apple devices in an enterprise environment.
Rising senior or above pursuing a degree in computer science or related major
Minimum 1 years of enterprise level desktop support experience including provisioning services and desktop management technologies
Ability to provide outstanding customer service through in-person and remote technical support
Excellent Functional/Technical Skills and great at Problem Solving
Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing
Hands on experience using and/or troubleshooting Microsoft Windows OS, Microsoft Office, and Mac OS
Experience with Active Directory user, group and policy administration
Experience leveraging various device management tools including configuration and security management
Understanding of general network concepts and protocols such as RPC, DNS, DHCP, WINS, TCP/IP, OSI, Kerberos, NTLM, Etc.
Ability to work independently or in a group on assignments that are moderately complex, requiring judgment in resolving issues or in making recommendations
Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities
Attention to detail
Creativity. Ability to think around problems and come up with creative solutions is helpful.
Experience working with cloud environments or SaaS applications is a plus
Experience working with mobile devices such as iPhones, iPads and Droids a plus
CompTIA A+ and Network+ certified a plus
Microsoft certifications a plus
JAMF experience a big plus
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Five9 is a global software company in the San Francisco Bay Area that connects companies to their customers through the cloud to enhance a great customer experience. Five9 is the leading provider of cloud contact center software. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. At Five9 we are committed to providing an exceptional experience for our interns. We tailor our program to provide participants with real, impactful work, contributing directly to the continued success of Five9. Through our Speaker Series and Events, you’ll have the opportunity to meet and learn from some of the best in the business.
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