Brief Description
The IT Intern provides part-time frontline technical support to CARTI team members across all clinics and administrative locations. This role focuses on basic troubleshooting, account support, and equipment setup under the guidance of the Helpdesk staff. The IT Intern ensures timely resolution of routine issues and escalates complex problems to higher-level support. This position requires strong customer service skills, attention to detail, and a willingness to learn in a fast-paced healthcare environment. The IT Intern collaborates closely with the Helpdesk Manager, Support Specialists, and other IT personnel.
Specific Job Duties And Responsibilities
- Provides first-contact support for common application and hardware questions.
- Troubleshoots and resolves hardware and software issues using established Helpdesk procedures and best practices.
- Prioritizes and responds to Helpdesk tickets in accordance with CARTI service levels and escalation protocols.
- Supports clinical and non-clinical staff on workflows related to CARTI’s technology systems.
- Documents troubleshooting steps and resolutions in Helpdesk system.
- Escalates unresolved or complex issues to Support Specialists or higher tiers.
- Assists with workstation imaging, equipment deployment, and inventory tracking.
- Documents troubleshooting steps and resolutions in Helpdesk system.
- Maintains compliance with CARTI policies and HIPAA requirements.
- Participates in training and professional development activities.
- Promotes a positive customer service culture aligned with CARTI’s mission.
- Performs other duties as required to support organizational and departmental objectives.
OTHER JOB REQUIREMENTS: Other duties as assigned.
Education, Certification, Licensure, Registration
- High School Diploma or GED required
- IT coursework or certifications (CompTIA ITF+, A+) preferred.
- Valid Arkansas Driver’s License.
Skills
EXPERIENCE, KNOWLEDGE, SKILLS and ABILITIES:
- 0-1 year of experience in IT system support.
- Basic understanding of computer hardware, operating systems, and Microsoft 365.
- Strong analytical, troubleshooting, and problem-solving skills.
- Strong customer service orientation with the ability to build positive relationships with clinical and non-clinical teams.
- Ability to remain organized with strong attention to detail.
Reasoning Ability
- Ability to solve practical problems where limited standardization exists.
- Ability to interpret written and verbal instructions.
- Ability to read, write, and comprehend instructions at a college level.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Ability to evaluate and resolve technical problems using audible and visual indicators.
Interpersonal Skills
- Must interact and communicate both verbally and in written form.
- Must interact and exchange information regarding patients with physicians and other departmental personnel, and outside agencies frequently, while respecting the confidentiality of patient information.
- Ability to work individually and in a team setting as required.
- Ability to resolve issues/complaints, maintain confidentiality, and make satisfactory decisions independently.
- Ability to interact effectively with physicians and other medical personnel.
Physical Demands
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Work Environment
The work environment described reflects the typical conditions an employee may experience while performing the essential functions of this role.
This position involves potential exposure to infectious diseases. Team members are offered appropriate vaccinations and safety training.
SAFETY SENSITIVE
This position is a Safety Sensitive Position. The essential functions, physical demands, and mental competencies of this job require the employee to maintain the ability to work in a constant state of alertness safely
