At Libbey, we are MAKERS. No matter what you do at Libbey, you contribute to the making of the finest glass and tabletop products in the world. At Libbey, your valuable impact makes a difference and together we live our legacy while shaping our future to win as one!
LIBBEY: For Makers, By Makers. Since 1818!
Libbey is offering a part time IT Internship for a motivated and driven student who is looking to apply their educational background and further develop their IT understanding through a wide array of real-world applications.
Must be able to work onsite, in office, up to 20 hours/week.
In this role, the IT Intern will provide a single contact point for all Libbey locations to address user questions, issues, and PC service requests relating to Libbey IT infrastructure or software systems. This person will manage incident escalation and tracking process as well as provide hands on installation, configuration, and maintenance for equipment at Libbey’s Toledo-area offices.
RESPONSIBILITIES
- Professionally manage help desk calls and take the necessary action to resolve customer’s IT needs.
- Work with customers in a courteous and professional manner
- Provide first level support in incident resolution by referencing knowledge base of solutions, workarounds and processes.
- Populate knowledge base with new solutions and new diagnostic procedures with the goal to continually improve first call resolution capabilities.
- Escalate urgent and high incident calls to second or third level support as necessary through established processes.
- Monitor all open incidents and requests until resolved
- Provide regular status feedback to users on unresolved incidents.
- Work closely with other IT personnel within Libbey to solve customer issues
- Provide hardware support including; installation, configuration, and support of desktop and laptop computers, printers, and monitors
- Provide software support including installation, configuration and support of desktop and laptop standard images, Microsoft applications, and other applications running from personal computers
- Develop and maintain appropriate support documentation
- Provide honest analyses and apply logic and methods to solve problems with effective and creative solutions
- Special IT projects as assigned
REQUIREMENTS & QUALIFICATIONS
- High School Diploma or equivalent required
- Must currently be enrolled in a collegiate degree program (Associates or Bachelor's) with a preferred focus in Information Technology, Management Information systems or Computer Science
- Must be able to work onsite, up to 20 hours/week
- General knowledge of Microsoft Windows and Office Suite
- Ability to maintain the highest level of confidentiality at all times
- Strong interpersonal skills with the ability to communicate (both verbally and in writing) with various individuals across multiple areas and levels within the organization
- Possess attentive and active listening skills and is dedicated to meeting the expectations and requirements of internal customers
- Ability to learn in a fast-paced environment and is committed to continuous improvement through new challenges and learning opportunities
- Regular attendance is important to achieving our departmental goals and an expectation of the position
COMPETENCIES FOR SUCCESS
- Take Control: ask for the direction and support you need to attain mastery of your objectives and ownership of your professional development.
- Be Engaged & Committed: lean in to learn, engage, and contribute, resulting in increased performance and personal satisfaction from your work.
- Be Accountable: hold yourself responsible for achieving your goals and successfully executing against the organization's initiatives.
- Continuous Improvement Mindset: Act with curiosity, proactively identifying and implementing changes to enhance work processes and outcomes. Consistently seek opportunities to improve efficiency, quality, and overall effectiveness.
Libbey is an Equal Employment Opportunity (“EEO”) Employer.
We are committed to an inclusive workplace, free of harassment and discrimination.
