IT Service Desk Intern

About the Program

Union Home Mortgage’s L.E.A.D Internship Program aims to provide a fun, interesting, and real-world environment for interns to Learn about the industry, be Educated by Sr. Leadership and peers, Achieve personal goals, and Develop skills and knowledge. The program includes shadowing, mentoring, professional development, group projects, and corporate outings. Interns are treated like full-time Partners, working 40 hours a week during the 3-month summer program, are compensated, and are based at headquarters in Strongsville, Ohio.

About the Role

The IT Service Desk Intern serves as the primary contact for all external offices regarding technical support issues. The goal is to support, educate, and train decentralized office employees on applications and technology to reduce recurring support requests and ensure employees feel well-supported and comfortable with technology. This role provides technical assistance and support for computer systems, software, hardware (including mobile devices), and requires the ability to respond in person, in writing, or over the phone while sitting at a desk for extended periods.

Responsibilities

• Provides support through astute troubleshooting methodology.
• Addresses a full range of customer needs, including troubleshooting, technical assistance, system usage support, and password resets.
• Documents each customer interaction in the ticketing system in a clear, concise, and understandable format.
• Trains customers to facilitate self-service and technology adoption.
• Researches and resolves customer calls that require follow-up.
• Complies with documented processes and works toward meeting expected service levels.
• Maintains accountability for incident prioritization and resolution.
• Monitors assigned incidents to ensure adequate and timely resolution in accordance with service levels.
• Responds to initial phone calls in a fast-paced help desk environment.
• Provides insight and recommendations to improve efficiency and workflows.

Requirements

• Pursuing an Associate’s or Bachelor’s Degree in Information Technology or a related major.
• Sophomore, Junior, or Senior standing.

Skills

• Ability to triage technical issues efficiently and effectively.
• Quick to learn new technologies and applications.
• Knowledge of relevant operating systems, languages, and environments.
• Great verbal and written communication skills.
• Positive working attitude, contributing as an individual and team member to accomplish goals.
• Strong analytical skills, decisiveness, and sound judgment.
• Knowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks, and computers.
• Willing and able to work occasional holidays, weekends, and evenings.
• Ability to manage time and adapt to changes in workflow.