Level I Service Desk Intern

Responsibilities

• Alert management to emerging trends in incidents.
• Deploy pre-packaged software using distribution tools and processes as requested by IT Management.
• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to direction by IT management.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase as needed.
• Provide suggestions for continual improvement.

Requirements

• High School Diploma required.
• Current enrollment or completion of 2-year Associates level degree program or higher or equivalent industry experience.
• Knowledge of basic computer hardware, including desktop PCs, laptops, miscellaneous peripherals.
• Experience with Microsoft Windows desktop and server operating systems.
• Extensive application support experience with help desk/service desk software.
• Working knowledge of a range of technical diagnostic utilities.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Freshman-level English language skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• 40-hour in office/remote hybrid work week as determined by IT management.
• Some overnight and weekend travel required as scheduled by IT management.
• Some after hours and weekends on call support as scheduled by IT management.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Benefits

• 401(k) matching.
• Dental insurance.
• Employee discount.
• Flexible schedule.
• Flexible spending account.
• Health insurance.
• Health savings account.
• Life insurance.
• Paid time off.
• Referral program.
• Retailer plan.
• Vision insurance.

Schedule

Day shift.

Pay

$16.00 - $20.00 per hour.

Work Location

In person.