Intern - Technical Support Engineering

The Pixelogic Internship is a paid position at $18/hr . In this role, you will develop in the technical support and support processes for all facets of the operation. This is a first response position which includes responsibilities in hardware/software installation, telecommuting support, collaboration with teams to provide support where needed and exploring process improvements.

You will go through training, learning and knowledge application for twelve weeks. Each week you will be required to meet or exceed set objectives and will evaluate these goals in a regular 1-1 meeting. You will be assigned a direct manager and a mentor resource to help them learn and develop. Your work will be hands on and the skills acquired in this role are transferable to any entry level IT Technical Support role.

Training includes introduction to IT process and procedure as well as systems and support. Across the twelve weeks you will follow a curriculum that incorporates planned learning experiences through the Pixelogic LMS, in-person coaching, and application.

• Provide Help Desk/Service Center style support, monitoring inbound technical support requests, calls, and tickets for all employees
• Manage support issues from start to resolution, escalating only when necessary
• Collaborate with other technology teams as needed to determine the best solution to challenges
• Partner closely with IT and technology teams to assure consistent support methods and policies across sites
• Provide support for onboarding, provisioning, entitlements, and tech training for new hires
• Installation of desktop hardware including workstations, displays, tablets, and related peripherals
• Install/support a wide array of software, both internally developed and third party
• Support multiple hardware and operating system build processes including Mac, iOS, and Windows, as well as correlating software & accessories
• Basic support of server infrastructure & network equipment
• Basic support of A/V & media systems
• Create thorough documentation of processes and procedures leveraging centralized knowledge base (i.e., Zendesk, Confluence, ManageEngine)

Requirements

• Pursuing a bachelor's degree in information technology, computer science, or related technical field (must be able to provide a copy of school transcripts upon request).
• Must be able to commit to 12 weeks of work at full-time work schedule.
• Must be able to work onsite in Culver City, CA - this is not a remote position.
• Must be able to start in mid-May 2023 and have a reliable transportation to report to work on time.
• Working knowledge of Mac OS, iOS, and Windows operating systems
• Familiarity with Linux desktop
• Familiarity with remote desktop technologies, such as Teradici and RDP
• Familiarity with ticket tracking, tech support tools, documentation platforms, and diagnostic systems
• Proficiency with productivity applications such as Microsoft Office, and administration of these systems
• Proficiency with common video conferencing platforms such as Zoom, Google Chat and MS Teams
• Ability to diagnose, repair or replace computer system components (storage media/drives, graphics/GPU cards, memory modules, etc)
• Strong analytical problem-solving skills
• Excellent communication skills and a strong customer service orientation
• Ability to lift heavy equipment (51 lbs.) and use standard lifting equipment such as a hand truck, push cart and/or platform cart.
• Install, configure, and maintain desktop/laptop computers and mobile devices