Provides first level support/initial point of contact for Acxiom's associates and/or external clients' regarding computer and network related incidents, requests or issues. Captures and documents relevant information through online tracking system, prioritizes issues and investigates solutions. Provides immediate resolution if possible or assigns issue to the next level of support. Keeps requested party updated on issue status.

INTERNSHIP DETAILS:

• This internship opportunity will begin January 5, 2022 or May 23, 2022
• Our intention is to have interns work on-site in Conway, Arkansas if possible. However, your internship may begin virtually and could continue virtually for its entirety. We plan to transition interns to on-site work when teams transition back into the office, but we currently do not have a timeline for this transition
• 40 hours/week work dedication during summer and breaks, 20-25/week during the semester
• Anticipated graduation date between December 2022 - May 2023
• Applicants for this internship position with Acxiom in the U.S. must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Acxiom (i.e., H1-B visa, F-1 visa (CPT/OPT), TN visa or any other non-immigrant status)

WHAT YOU WILL DO:

• Proficient in providing first level support/initial point of contact for Acxiom's associates regarding computer and network related incidents, requests or issues. Responds to computer issues, services and products as well as network related problems via online/automated, phone and email communications.
• Assist in recognizing, identifying and prioritizing incidents in accordance with organizational policies and operational impact.
• Carefully track and document in detail all issues and resolutions in the ticketing system according to standard company policies and procedures.
• Collaborate with others to resolve information technology issues.
• Proficient at capturing and documenting consistently allrelevant information through online tracking system, prioritizes issues and investigates solutions.
• Provides immediate resolution to a high percentage of issues or assigns issue to the next level of support.
• Proposes solutions for second and third level problems and assists appropriate groups in achieving resolutions.
• Acts as incident coordinator by keeping affected parties updated throughout the incident lifecycle.
• Assists in following up on post-resolution customer surveys to ensure satisfaction and improve process.
• Ensures appropriate response and resolve times. Maintains client service level expectations.
• Develops knowledgebase entries for typical problems/issues, known errors, solutions and workarounds.
• Assist Senior / Lead Service Desk Specialist and managers in any task or project delegated.

WHAT YOU WILL NEED:

• Currently pursuing a degree in Information Technology, Computer Science, or Management Information Systems or related field
• Good analytical and problem-solving skills with attention to detail
• Timely, effective communication using multiple channels; excellent written and verbal communication skills

WHAT YOU WILL SET YOU APART:

• Experience or knowledge in computer networking and / or security concepts
• Microsoft Software experience (Outlook, Word, Excel)
• MacOS experience
• Understanding of Incident and Change Management
• Experience with ticketing tools such as ServiceNow

PRIMARY LOCATION CITY/STATE:

Conway, Arkansas

ADDITIONAL LOCATIONS (IF APPLICABLE):

Acxiom is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, military status, physical or mental disability, sexual orientation, gender identity or expression, genetics or other protected status.

Acxiom is a customer intelligence company that provides data-driven solutions to enable the world’s best marketers to better understand their customers to create better experiences and business growth. A leader in customer data management, identity, and the ethical use of data for more than 50 years, Acxiom now helps thousands of clients and partners around the globe work together to create millions of better customer experiences, every day.