Job description

Level I Service Desk Intern

Description

The Level I Service Desk Intern role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain IT Business expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning

• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Deploy pre-packaged software using distribution tools and processes as requested by IT Management.

Operational 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.

Position Requirements

Formal Education & Certification

• High School Diploma required
• Current enrollment or completion of 2-year Associates level degree program or higher or equivalent industry experience.

Knowledge & 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.
• Fluent English language skills.

Personal Attributes

• 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

• 30-hour in office/remote hybrid work week as determined by IT management
• Some overnight and weekend travel required as scheduled by IT management
• 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.

This Positons is located in a office in Cortland NY

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

 

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

 

Schedule:

 

• Day shift

 

Supplemental Pay:

 

• Bonus pay

 

Work Location: In person