IT Service Desk Technician Co-Op

UniFirst - Wilmington, MA

Full-time - Intern

Wilmington, MA

10,001+ employees

Personal and Laundry Services

About the position

The IT Service Desk Technician Co-Op position is designed for students pursuing a degree in Information Technology. This role involves providing first-level troubleshooting support for various computing issues while delivering exceptional customer service to team partners. The position is hybrid, based out of the corporate headquarters in Wilmington, MA, and focuses on supporting hardware, software, and network-related inquiries.

Responsibilities

• Accurately triages and categorizes incidents and requests coming into the Service Desk, ensuring all tickets are properly documented in accordance with IT quality guidelines.
• Appropriately routes issues not resolved on initial contact to the correct team for resolution, ensuring all troubleshooting and triage steps are documented in the ticketing tool before reassignment.
• Assists in documentation of Service Desk troubleshooting procedures that can be shared with the team's knowledgebase.

Requirements

• Student currently enrolled in an accredited college/university degree program pursuing a degree in Information Technology.
• ITIL Foundations v3 Certification or concept understanding a plus.
• Effective verbal and written communication skills.
• Proficient with Microsoft Office applications (Excel, Word, Outlook, PowerPoint) and comfortable with technology.
• Strong analytical and problem-solving skills.
• Ability to work on multiple tasks with a strong attention to detail and ability to stay organized.
• Must be comfortable talking on the phone to customers.