IT Support Intern

Shrewsbury, New Jersey, United States | Full-time | Partially remote

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IT support Intern 

Institute for Professional Excellence in Coaching (iPEC)

Shrewsbury, New Jersey 07702

Title: IT Analyst / Help Desk Intern
Reports to: IT Administrator 


The Company


The Institute for Professional Excellence in Coaching (iPEC) is the most comprehensive and experiential coach training program company in the world and the originator of the Core Energy Coaching™ process – the most effective leadership framework and change process in use today. Founded in 1999, the Institute graduates Certified Professional Coaches in specialties of life, career/transition, health and wellness, relationship, sales, business, corporate, and executive coaching.

 

Job Summary

This role will provide overall help desk support to the user community to ensure their proficiency in full utilization of our NetSuite Enterprise Resource Planning (ERP) system.  This includes but is not limited to, assisting users with technical support by researching and answering questions; troubleshooting issues/problems, determining and implementing solution, and maintaining process documentation. 


Key Position Accountabilities

 

  • Develop user problem resolution process including maintaining key metrics to improve time-to-resolution
  • Assists in the design, coding, testing and maintaining of application tools and solutions 
  • Understands standard systems development lifecycle processes and applies our methodology effectively on client engagements 
  • Provides answers to users by identifying problems; researching answers; guiding user through corrective steps.
  • Exceptional customer service skills, listening, and interpersonal skills
  • Respond to user queries either in person or over the phone
  • Improves user competency by writing and maintaining end-user documentation.
  • Participates in development of user training programs including manuals by identifying learning needs/trends; recommending instructional change and delivery methods.
  • Improves system performance by identifying problems; recommending changes.
  • Updates job knowledge by participating in educational opportunities; maintaining personal networks.

 

Qualifications

 

  • Must be in at least a 4 year IT undergraduate program 
  • Knowledge of HTML/CSS a plus 
  • WordPress experience a big plus 
  • Knowledge of Server-side scripting (Nice to have but not necessary) 
  • Strong Problem Solving
  • Excellent verbal/written skills
  • Phone skills, ability to speak in a professional manner with high level executives 
  • Customer service skills
  • Knowledge of web development a plus
  • NetSuite or similar ERP knowledge a plus 
  • Experience with IT Ticketing systems 

 

 

Characteristics

  • Excellent relationship management skills that build trust, collaboration, reliability and accountability. 
  • Ability to work in a team with effective interpersonal/communication skills
  • Results and deadline driven: must have a “can do” attitude. 
  • Proactive, self-starter who enjoys problem resolution, process improvement and technology work
  • Able to work independently with little direction and can multitask, handling various issues at once while being extremely productive and timely
  • Takes great pride and ownership in work and wants to join a GREAT TEAM!