Summary:The Enterprise Applications Intern will support Tier 1 operations for enterprise systems, assisting with ticket intake, documentation, access validation, and routine support tasks. This role provides timely responses to user inquiries, escalates issues as needed, and contributes to system reliability, audit support, and documentation improvements while gaining hands-on experience in enterprise applications and service management.
Compensation: The starting pay range for this position is $20-$22 per hour.
Essential Duties and Responsibilities
Tier 1 Intake, Triage, and Support Hygiene
- Review of newly assigned FreshService tickets for initial triage
- Validate ticket completeness, including system identification, college, screenshots, IDs, and clear issue descriptions
- Apply appropriate categories, subcategories, and priority levels
- Request missing or clarifying information using approved response templates
- Maintain accurate ticket notes and status updates
- Close stale or inactive tickets with appropriate approval
- Route tickets to the correct resolver group when Enterprise Applications is not the appropriate owner
Tier 1 Enterprise Applications Support
- Respond to Tier 1 and access-related questions using approved knowledge articles
- Perform Tier 1 system checks to verify issues or confirm configuration states
- Provide supervised support for Tier 1 issues related to:
- Learning Management Systems (LMS)
- Anthology Web Client
- InfoZone / SharePoint
- Adobe Products (Sign and Acrobat)
Adobe
- Create and update Adobe Sign templates based on documented business requirements
- Adobe Acrobat account management
- Assist with auditing existing Adobe Sign templates for accuracy, usage, and relevance
InfoZone & Knowledge Management
- Handle Tier 1 InfoZone tickets, including navigation assistance, broken link review, and basic content validation
- Create and update knowledge base articles in FreshService and/or InfoZone
- Covert repeat ticket resolutions into documented, searchable knowledge resources
- Update screenshots, formatting, and clarity of existing documentation to improve usability
Software & Access Audits
- Assist with periodic software and access audits, including:
- User access validation
- License usage and assignment reviews
- Identification of inactive, duplicate, or outdated accounts
- Compile audit findings and summary reports for review by the Enterprise Applications team
NOTE: Employee may be asked to perform job-related tasks other than those specifically stated in this description. The duties and responsibilities are carried out in a manner that is consistent with the mission, values and operating principles of San Joaquin Valley College, Inc.
Supervisory Responsibilities: This position has no supervisory responsibilities.
Competency: To perform the job successfully, an individual should demonstrate the following competencies:
Core Competencies:
Integrity – Acts in a way that demonstrates personal integrity; serves as a positive example of why others should trust the motives of the organization; views self as a reflection of the organization by following through on commitments and accepting ownership of mistakes; leaves others with the clear impression that integrity is a core organization value.
Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Organization Support – Follows policies and procedures; completes projects and tasks correctly and on time; supports organizations goals and values.
Communication – Communicates effectively and appropriately; uses good judgment as to what to communicate to whom as well as the best way to get that accomplished; speaks in clear and credible
manner, selecting the right tone for the situation and audience; listens to others and allows them to make their point.
Job Competencies:
Analytical – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Technical Skills -Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience – Enrollment in or recent graduation from an undergraduate program in Information Systems, Computer Science, Business, or related discipline is required; prior experience with enterprise software, service desks, or documentation is preferred.
Language Skills – Ability to read, analyze and interpret common technical journals, financial reports and legal documents; ability to respond to common inquiries or complaints from employees and students, regulatory agencies, or members of the business community; ability to write presentations and handbooks for publication that conform to prescribed style and format; ability to effectively present information to top management, employees, students and/or board of directors; excellent interpersonal, analytical, and communication skills are critical
Mathematical Skills – Ability to work with mathematical concepts such as probability and statistical inference; ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills – To perform this job successfully, an individual should have knowledge of Microsoft Office; Word, Excel, PowerPoint, and Outlook; have the ability to master proprietary software used in student and employee records and have the knowledge and ability to engineer and network proprietary software and equipment.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; talk and hear. The employee is frequently required to walk. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to risk of electrical shock. The employee is occasionally exposed to high, precarious places. The noise level in the work environment is usually moderate.
All qualified applications with arrest or conviction records will be considered for employment. To ensure the safety and integrity of our operations, it is imperative that a review of all applicants' criminal history is conducted. Failure to do so poses a significant risk to the Employer, potentially compromising both business operations and the organization's reputation.
As part of our standard hiring process, all candidates offered a position at San Joaquin Valley College Inc. will undergo a thorough background screening. This includes education verification, county and national criminal background checks, a motor vehicle report, and social security number trace/verification along with an address history search. Depending on the specific position, additional requirements may apply, such as drug testing, a Fraud and Abuse Control Information System check, and verification for access to the National Student Loan Database System.