Service Desk Intern

State of Massachusetts • Chelsea, MA

391d • Remote

About The Position

The Service Desk Intern position at the Executive Office of Technology Services and Security (EOTSS) offers an opportunity to gain hands-on experience in the day-to-day operations of a state-level IT service desk. The intern will engage in troubleshooting, incident management, and customer support, while working closely with the Service Desk Manager. This role serves as the first point of contact for technical assistance, providing essential support to internal stakeholders and ensuring effective resolution of IT issues.

Requirements

• IT background with knowledge and skill in applying basic IT principles and practices to address Tier 1 issues.
• Knowledge of technical infrastructure and applications.
• Ability to communicate factual and procedural information clearly, orally and in writing.
• Knowledge of personal computers including hardware, operating systems, and application software.
• Understanding the components of a PC and laptop and the ability to perform basic troubleshooting of problems.
• Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, OneDrive, Teams, and VPN.
• Ability to maintain accurate documentation and to follow documented procedures and instructions.
• Possess basic knowledge of technical terminology to present ideas in a user-friendly language to non-technical staff and end users.
• Ability to absorb and retain information quickly as well as prioritize and execute tasks in a high-pressure environment.
• Exceptional interpersonal and customer service skills with a focus on listening and questioning skills.

Nice To Haves

• Experience working in a team-oriented, collaborative, and ever-changing technical environment.
• Ability to adjust to changing situations to meet emergencies or changing program/production requirements.

Responsibilities

• Answer incoming calls professionally and courteously within specified timeframes and create tickets accordingly.
• Record, troubleshoot, and track incidents and requests received through phone, email, or work management system for all tier 1 calls.
• Perform all tier 1 level triage and support as detailed in the Knowledge Base documentation.
• Provide a central contact point for fast and effective problem diagnosis, determination, and resolution.
• Escalate customer hardware and software problems effectively to Tier 2 or 3 teams within timeframes outlined in Service Level Agreements.
• Adhere to and meet all Service Desk Service Level Agreements (SLA's) and Quality Review Standards.
• Alert management of any system or workflow issues or trends as needed.
• Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are resolved in a timely manner.
• Adhere to ticket writing requirements as outlined in the Ticket Management Process.
• Ensure security protocols and accuracy as it pertains to all Commonwealth business processes.

Benefits

• Comprehensive employee benefits package including health insurance, retirement plans, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Intern
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: No Education Listed