Help Desk Intern

Help Desk Intern

About Us

At Contego , we help organizations work smarter by providing enterprise level managed information services for small and medium sized businesses. Based in Calgary, we’re a team of problem-solvers who are passionate about making systems work better—so our clients can too.

The Opportunity

We are seeking a Help Desk Intern for a 4-16 month term. This role is meant for a summer, co-op or internship student. In this role, you will be the first point of contact for end users by trouble shooting hardware and software issues, assisting with user onboarding and offboarding, keeping IT related documentation up to date, and supporting IT infrastructure projects. This is a hands-on position designed to build technical skills in a corporate environment.

Key Responsibilities

Software & Hardware Support:

• Provides exceptional, customer focused technical assistance for incoming inquiries via phone, email, chat
• Investigates, diagnoses and resolves basic issues related to computer systems, software printers, mobile devices
• Escalates complex issues to senior support team members

User onboarding & offboarding:

• Installs, configures and maintains workstation hardware (desktops, laptops) and peripherals
• Assists with setup of new user accounts and software needed

Documentation Support:

• Log and track all support requests in the Help Desk ticketing system
• Maintains inventory documentation to support device lifecycle management
• Creates and updates internal documentation, SOP’s for frequently asked questions

Infrastructure Projects:

• Support IT infrastructure projects for clients upon request such as Office 365 implementations, as well as SharePoint site improvements and associated applications.

Qualifications

If you are student currently enrolled in a post-secondary program in Information Technology, Computer Science or related field, this is the main criteria. Please don’t hesitate to apply.

Ideally, you will be interested or have skills in:

• Basic knowledge of Server and PC hardware troubleshooting,
• Basic knowledge of network fundamentals and firewalls,

The following skills are an asset:

• Basic knowledge of Windows Server, Linux, Unix and Macintosh operating systems
• Basic knowledge of Server virtualization (VMWare, Hyper-V) and application (Remote Desktop) environments

Additionally, the following soft skills are a must have and examples should be highlighted in your cover letter:

• Excellent verbal and written communication skills with the ability to empathize with frustrated callers and turning them into happy callers
• Strong aptitude for trouble shooting, problem solving and analysis
• Aptitude for learning software quickly and with minimal instruction
• Ability to handle multiple tasks; working both independently and collaboratively in a fast-paced team environment 
• Professionalism and discretion especially when handling sensitive information. Prior customer service and familiarity with the IT industry is also desired.

Why join us?

We work together as a collaborative team which means that we brainstorm and trouble shoot as a group. This leads to lively discussions and unique solutions that make the most of our client's technology. Our clients expect us to be honest, transparent, and straight forward. This gives us the freedom to tell them when we make mistakes and to share with them the cool way we can make technology work for them. We offer a competitive hourly wage and the ability to grow and learn in a team environment.

*Please note this role is based on site*

How to Apply

If you feel this is the position for you, please send your resume and cover letter to View email address on jobs.swagapp.com. We will be reviewing applications as they come in – don’t wait to apply!