Associate Support Analyst Intern

Responsibilities

• Serve as a primary point of contact for end-users, providing technical support across a wide range of technologies.
• Deliver exceptional customer service and contribute to continuous improvement initiatives.
• Manage end-user support requests that encompass a range of technical needs and come in via support tickets or calls.
• Take ownership of support requests from initial triage through final resolution, providing frequent and updated feedback to end-users.
• Escalate to and collaborate with engineering teams, including desktop engineering, server support, collaboration technologies, networking, information security, telephony support, and database administration.
• Apply problem-solving skills and a strong customer service focus to ensure end-users feel supported throughout the support experience.
• Play a key role in projects such as desktop refresh programs, technology upgrades, and process improvement initiatives.
• Propose ideas for automation and technical support enhancements to improve service delivery.

Qualifications

• Some college or university coursework in an Information Technology discipline preferred; an equivalent combination of education and work experience will suffice.
• Working knowledge of and/or interest in learning Windows 7/10, Microsoft Office Suite and/or O365, VPN, Citrix, Virtual Desktop Infrastructure (VDI), network monitoring, and remote tools.
• A strong preference for previous exposure to or experience with IT Service Management/Ticketing tools, with a strong preference for ServiceNow.
• Some exposure to or experience with Microsoft Exchange and Active Directory administration preferred.
• A self-motivated achiever who gains satisfaction from providing excellent customer service.