Houghton Mifflin Desktop Support Intern in United States

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Date:Dec 7, 2018

Location:Boston, MA, US, 02210

Company:Houghton Mifflin Harcourt

Houghton Mifflin Harcourt (HMH) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K – 12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape.

The HMH Information Technology organization is transforming to realize our mission: Become a leader in HMH’s digital transformation, and as a strategic partner, innovate and deliver highest value, competitive advantage solutions across all corporate and business functions. Our ambition is to be a digital leader through innovation and develop and deliver leading edge technology such as robotic process automation and artificial intelligence to solve some of HMH’s greatest operational business challenges.

We are launching our 2019 IT Internship Program as an opportunity for Interns to work with a company where technology is a key differentiator and gain experience in a corporate environment. We are looking for candidates to apply to the 2019 IT Internship Program who have an insatiable appetite to learn, a relentless focus on customer service, a technical curiosity toward future possibilities, and has creativity in solving business challenges with leading technologies. Throughout January-May 2019 we will work, grow, and learn together and will have fun in the process.

Desktop Support Technical Intern

This role will report to HMH’s IT End-User Experience Manager and is responsible for providing second-line support for all employees and contractors within the organization's desktop computing environment. This involves working in a dynamic, fast-paced organization. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal workstation performance. This student will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion meeting customer satisfaction and continuous service delivery demands.

Duties & Responsibilities:

  • Learn HMH’s PC Imaging and Reimaging processes for Windows and Mac PCs.

  • Manage and assess the drop-off/removal or shipping and receiving of new PC equipment.

  • Manage customer follow-up to ensure customer satisfaction and post updates to our ServiceNow system.

  • Support, troubleshoot, and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of authorized software applications to satisfactory resolution in a timely manner.

  • Ensure workstations interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.

  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the end user as soon as possible; collaborating and escalating incidents to other support teams or vendors where necessary.

  • To install and configure new technology equipment.

  • To resolve incidents with printers, copiers, and scanners.

  • To create, maintain, and publish relevant job-aids and support documentation to enable users to become more self-sufficient.

  • Stay up-to-date with the latest technologies and internal system processes.

Skills & Qualifications:

  • Fundamental computer networking skills sufficient for troubleshooting.

  • Ability to demonstrate a working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite.

  • Strong problem-solving skills with preferred experience with incident management and issue resolution.

  • A highly-motivated team player with the ability to manage changing priorities.

  • Will be working with end-users. Must have the ability to communicate effectively with a wide variety of people, such as technical and non-technical people, in a professional manner, face to face, on the telephone, and in writing.

  • Must display drive, enthusiasm, and attention to detail and take personal ownership to deliver customer satisfaction.

  • Respect and work effectively with diverse people, perspectives, and ideas.

Education and Experience:

  • Student attending a college or university in the Boston area at the Junior or Senior level.

  • Completion of 2-3 years of a Bachelor’s degree in Computer Science, or related field.

  • ITIL Foundation Certification, preferred by not required.

  • Industry certifications, this can include A+, N+, ACTC and/or MCDST

  • LANDesk experience a plus.

  • Encryption tools such as MS BitLocker a plus.

  • Previous experience working in a busy and challenging IT organization is preferred.

ABOUT US:

Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visithttp://careers.hmhco.com

PLEASE NOTE:

Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

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