Service Desk Intern

About the role

The Executive Office of Technology Services and Security (EOTSS) is the state's lead office for information technology, providing enterprise level IT services including network management and security; computer operations; application hosting; desktop provisioning and management; and digital services to 40,000 internal stakeholders plus residents, business owners, and visitors to the Commonwealth of Massachusetts.

The EOTSS Service Desk Team is responsible for creating, troubleshooting, escalating, and following-up on incidents and service requests received via phone, email, chat, or self-service portal within the IT Management system. The Service Desk is the first point of contact for Commonwealth End Users and IT partners seeking technical assistance within the End User Support Contact Center.

We are seeking a Service Desk Intern who will learn what it is like to be part of day-to-day operations. This individual will observe and participate in telephone calls, advance technical services work, and accounts management work. The Service Desk Intern will also have exposure to troubleshooting and escalating incidents including applications, hardware, password resets, printer configurations, encryption, software updates, messaging (outlook issues), network issues, and Telecom. The individual will work closely with the Service Desk Manager.

Responsibilities

• Answer incoming calls professionally and courteously within specified timeframes and create tickets accordingly
• Record, troubleshoot, and track incidents and requests received through phone, email, or work management system for all tier 1 calls
• Perform all tier 1 level triage and support as detailed in the Knowledge Base documentation
• Provide a central contact point for fast and effective problem diagnosis, determination and resolution
• Escalate customer hardware and software problems effectively to Tier 2 or 3 teams within timeframes outlined in Service Level Agreements
• Adhere to and meet all Service Desk Service Level Agreements (SLA's) and Quality Review Standards
• Alert management of any system or workflow issues or trends (minor or significant) as needed
• Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are resolved in a timely manner
• Adhere to ticket writing requirements as outlined in the Ticket Management Process
• Ensure security protocols and accuracy as it pertains to all Commonwealth business processes

Key accountabilities

Incumbents at this level have the decision-making authority to:

• Diagnose and resolve problems according to standard operating procedures/knowledge base documents
• Determine level of support required to escalate/resolve issues
• Prioritize and manage workload
• Escalate potential major incidents to service desk operations promptly
• Maintain documentation as required and notify supervisor or manager of insufficient documentation
• Verify and confirm customer data and document as required

Qualifications

• IT background with knowledge and skill in applying basic IT principles and practices to address Tier 1 issues
• Knowledge of technical infrastructure and applications
• Ability to communicate factual and procedural information clearly, orally and in writing
• Knowledge of personal computers including hardware, operating systems and application software
• Understanding the components of a PC and laptop and the ability to perform basic troubleshooting of problems
• Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, OneDrive, Teams and VPN
• Ability to maintain accurate documentation and to follow documented procedures and instructions
• Possess basic knowledge of technical terminology to be able to present ideas in a user-friendly language to non-technical staff and end users
• Ability to absorb and retain information quickly as well as prioritize and execute tasks in a high-pressure environment
• Exceptional interpersonal and customer service skills with a focus on listening and questioning skills with a keen attention to detail
• Experience working in a team-oriented, collaborative and ever-changing technical environment
• Ability to adjust to changing situations to meet emergencies or changing program/production requirements

Pay

$21.00 per hour

Schedule

• Monday through Friday, 7:00 AM to 3:00 PM EST
• This position follows a hybrid model combining in-office workdays and work from home days as needed
• This job operates in a call center setting and routinely uses standard office equipment such as computers, phones, and photocopiers
• This internship opportunity is available for immediate hire
• May work part-time or up to 37.5 hours per week (full-time) while academically enrolled
• The appointment will continue through June 30, 2027

Location

200 Arlington Street, Chelsea, Massachusetts 02150

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