Part-time Service Desk Intern

Job Summary

This role requires a candidate to be a current college student in an IT or Business-related major that would like to gain IT experience while working within our IT Service Desk team. Interns will be mentored and trained to perform triage and incident management ticket handling responsibilities within our Service Desk team. Ticket handling includes triaging and troubleshooting issues while working with the senior IT team to resolve incidents within established SLA’s, while demonstrating a high level of customer service with end users and clients. The goal of this role is to develop your understanding and ability to support our IT managed and professional services catalog, knowledge base (KB), and ticket handling process, while contributing to the overall success of IT team projects and tasks as assigned.

Essential Job Functions

• Manages day to day Service Desk ticket volume while following our ticket handling process
• Works with the Service Desk and senior IT team and/or vendor support to resolve various service, hardware and/or software incidents within the established SLA
• Ensure workstations interconnect seamlessly with diverse systems including file servers, email servers, computer conferencing systems, application servers and administrative systems
• Works with procurement staff to purchase hardware and software
• Assesses functional needs to determine specifications for purchases
• Ensures a safe and healthful workplace
• Must be able to sit for long periods of time
• Perform other assigned duties as needed by the business
• Read, understand and learn from technical manuals, knowledgebase, books and other resources
• Create, improve and maintain the Service Desk KB
• Actively respond to NMS alerts and improve monitoring as needed within the Service Desk
• Participate and ensure that IT systems are consistently patched as expected
• Effectively communicate ticket escalations, tasks, updates to staff, internal end users and clients that achieve the desired business outcomes
• Learn to quickly triage, escalate, and/or resolve IT related incidents
• Participate in service review and /or QA of individual and team deliverables
• Ensures high quality craftsmanship of all tasks while meeting deadlines
• Ensures departmental policies and procedures are followed
• Maintains cooperative working relationships with customers, employees, and vendors

Knowledge, Skills and Abilities

• Must maintain a 3.0 or higher GPA in an IT or Business-related major
• Ability to work independently and within a team to achieve business goals
• Understanding of virtual systems (VMWare, Citrix, and Hyper-v) a plus
• Understanding and skills supporting current Windows and Linux systems a plus
• Familiarity of networking fundamentals (OSI model: TCP/IP, routing, switching, etc.)
• Familiarity of storage and backup technologies a plus
• Familiarity with security best practices within a LAN / WAN preferred
• Familiarity with firewalls, routers, switches, IDS/IPS, and VoIP technologies preferred
• General knowledge and understanding of ITIL a plus
• Knowledge of OSHA and industry safety practices
• Excellent verbal, written, and interpersonal skills
• Ability to complete job duties on-time with minimal to no supervision

Education and Experience

• Current IT or Business-related major working towards an advanced degree with a 3.0 or higher GPA required
• Experience troubleshooting basic network, software, printing problems
• Knowledge of ITIL and exposure to Incident Management, Change Management, Service Review, and Service Delivery best practices a plus
• Exchange and / or Microsoft 365 experience a plus
• General understanding of Azure, AWS, or other cloud technologies a plus
• Managed Services and Professional Services knowledge or experience a plus
• Valid driver's license required