Job Description

GOAL OF INTERNSHIP: 

Provide interns with the opportunity to acquire career-related work experience in the area of service desk support as well as to offer the possibility for students to develop knowledge in a working environment.

DURATION/COMPENSATION: 

Interns will work approximately 15-20 hours/week for the duration of a typical academic semester (min. 12 weeks during fall and spring). During summer, full-time is preferable. The internship position as UNPAID; however, public transportation is covered by YWITS.

OVERVIEW:

The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. Interns will work closely with YWITS managed services staff to provide service desk coordination and resolve Tier 1 request.

RESPONSIBILITIES:

• Manage client expectations
• Capture all pertinent information and document within the ticket
• Triage support request following ITIL/ISO based processes
• Dispatch and escalate tickets to Sr. Level engineers
• Meet and Report on Key Performance Indicators (KPIs) and Metrics daily, weekly and monthly
• Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
• Identify and offer potential solutions for recurring issues
• Maintain internal and client documentation

Qualifications

• Undergraduate or graduate students – preferably pursuing a degree in IT related fields (for undergraduate students, preference will be given to juniors and seniors).
• Must have excellent writing/editing skills, sharp attention to detail, highly organized, ability to work independently as well as being a team player, flexible personality, sense of humor, creative, and the ability to manage multiple projects.
• Strong analytical skills
• Strong attention to detail
• Excellent written, oral and interpersonal communications skills
• Capacity to work independently and as part of a team
• Ability to learn new skills quickly and effectively
• Ability to take initiative, multi-task, work quickly and be flexible
• Strong troubleshooting/problem-solving skills
• Working knowledge of Microsoft Office
• A broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)
• Office 365 experience a plus
• ITIL Experience a plus

Additional Information

All your information will be kept confidential according to EEO guidelines

Must have a clean background no exceptions, background check will be performed

Work is performed in a fast-paced Information Technology environment

The interview process will be 1st round phone screen, online skills/aptitude test and 2nd round on-site interview

Able to lift 50 pounds

Applications will be reviewed on a rolling basis