Software Documentation Intern Jobs in Madison, WI

Description

About General Beverages Sales Co.

General Beverage Sales Co. (GB) is a business-to-business wholesale distributor of wine, distilled spirits, beer, soda, bottled water and non-alcoholic beverages. Established in 1933, GB has been family-owned ever since. We currently operate in all of Wisconsin's 72 counties as consultants to over 11,000 licensed retail business customers helping them to profitably select, promote, merchandise, and sell consumer products in the beverage category. We proudly employ 900 employees across the State of Wisconsin. Our mission is to be the trusted distributor partner of our suppliers and customers in order to advance our collective beverage business and support the growth of our family of employees.

This position requires providing technical assistance and support to end-users, ensuring the smooth operation of hardware, software, and network systems. They troubleshoot and resolve IT issues in a timely manner, while providing excellent customer service. This position possesses strong problem-solving skills, a customer-centric approach, and a solid understanding of IT systems and infrastructure. This position is intended for students pursuing continuing education in IT disciplines and is intended to last 6 months or less.

Responsibilities include but are not limited to:

Technical Support:

Respond to IT support requests via various channels (phone, email, ticketing system) and provide prompt and effective solutions.

Troubleshoot hardware, software, and network issues reported by end-users, diagnosing problems, and implementing appropriate resolutions.

Provide assistance with software installations, upgrades, patches, and configurations

Issue Resolution:

Analyze and resolve IT incidents and service requests within agreed-upon service level agreements (SLAs).

Document all support activities, including issue details, troubleshooting steps, and resolution outcomes.

Escalate complex or unresolved issues to the appropriate IT teams or vendors for further investigation and resolution.

User Management and Support:

Create and manage user accounts, permissions/authorizations, and access controls across various systems and applications.

Provide technical support and troubleshooting assistance to end-users, addressing hardware, software, and network-related issues.

Assist in the setup and configuration of end-user devices, such as computers, laptops, printers, and mobile devices.

Communicate effectively with end-users, providing clear instructions and guidance to resolve their IT-related queries or issues.

IT Asset Management:

Assist in managing IT assets, including hardware, software licenses, and peripherals.

Track and update asset inventory records, ensuring accurate and up-to-date information.

Assist in coordinating equipment procurement, setup, and decommissioning processes.

Requirements

Currently enrolled in a bachelor's degree or associate degree in Computer Science, Information Technology, or a related program

Familiarity with hardware, software, and network systems, including Windows and iOS operating systems.

Proficient in diagnosing and resolving common IT issues, such as software errors, network connectivity problems, and hardware failures.

Excellent problem-solving and analytical skills, with the ability to troubleshoot complex IT issues and propose effective solutions.

Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.

Industry certifications such as CompTIA (A+, Network+, Security+), Microsoft, Jamf Certifications or similar are a plus.

Must possess a valid driver's license.

Ability to pass pre-employment drug screen.