Level I Service Desk Intern
$33,280,000–$41,600,000 year
On-siteCortland, New York, United States
Job Summary
Receive, prioritize, and document end-user help requests via telephone, web portal, email, and chat to ensure timely resolution. Provide first-contact support using diagnostic tools, remote utilities, and hands-on desktop fixes for hardware and software issues. Escalate incidents with accurate documentation to technicians when necessary. Research solutions through internal and external knowledgebases, develop help sheets, and contribute to the technician knowledgebase. Perform preventative maintenance on workstations and peripherals, while maintaining up-to-date antivirus definitions. Build rapport with customers and suggest continual improvements to service processes.
Required Qualifications
- High School Diploma
- Current enrollment or completion of 2-year Associates level degree program or higher or equivalent industry experience
- Knowledge of basic computer hardware, including desktop PCs, laptops, miscellaneous peripherals
- Experience with Microsoft Windows desktop and server operating systems
- Extensive application support experience with help desk/service desk software
- Working knowledge of a range of technical diagnostic utilities
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
- Strong documentation skills
- Fluent English language skills
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- 40-hour in office/remote hybrid work week as determined by IT management
- Some overnight and weekend travel required as scheduled by IT management
- After hours and weekends on call support as scheduled by IT management
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
- Lifting and transporting of moderately heavy objects, such as computers and peripherals
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