IT Service Desk Intern

Service Desk Intern

Summary Goals: I partner with the team on reviewing incoming support requests from phone, email and monitoring alerts and incidents. This requires actively listening and communicating and empathy for end users on basic issues (usually classified as quick hits). I may be asked to assist with system setups, 2nd hands on projects or for research work. Administratively, I enter ticket notes and time details into our tracking system, review documentation or other Fulcrum systems.

What will you learn?

50% Take ownership for client relationships and their satisfaction:

• Begin learning how to set and manage the client’s expectation for the ticket’s lifecycle to include triage, in progress, scheduling, waiting, and resolution.
• Begin learning how to take and manage incoming support requests by answering the Service Desk phone queue and assisting to watch the New ticket support queue for critical tickets.
• Begin learning technical support language and processes, being in a real-world environment
• Begin learning how to use Fulcrum tools and learn about client environment
• Begin learning how to work on a support team collaborating using Microsoft Teams, Microsoft Outlook and phone systems.
• Provide excellent client service by listening, communicating using both verbal and written communication skills.

30% Apply existing and cultivate new technical skills:

• · Begin learning how to access technical documentation and understand client networks.
• · Begin learning how to apply knowledge to understand differing Windows infrastructures to support business networks, especially DNS, DHCP, Active Directory, event logs and Group Policy.
• · Begin learning how to follow and apply the troubleshooting process
• · Begin learning how access Office 365 environments and make minor changes
• · Begin learning about other network technologies such as infrastructure devices, printing and cloud based infrastructure.

20% Complete professional development and career path objectives for intern period:

Complete required trainings:

• Breach Secure Now security awareness training (includes HIPAA) https://portal.piiprotect.com/... Trumethods Service Desk training https://members.trumethods.com/login/
• Complete Microsoft assigned learning path https://learn.microsoft.com/en... to use stack tools
• Screenconnect remote control
• IT Glue documentation
• Autotask ticketing
• Datto RMM server monitoring
• Auvik device monitoring

Projected Career Path:

2023

▪ Get certified on stack tools

• Datto RMM
• Auvik

▪ Earn additional technical certification

• Cisco Duo
• MailProtector
• SentinelOne EDR
• Sonicwall

2024

▪ TBD

Projected Time Allocation:

65% Client interactions and troubleshooting

25% Professional development, including staying informed of applicable technology advancements

10% Office meetings, team member collaboration, miscellaneous

Duties and Responsibilities:

60% Client Services

• · Determine whether problems are caused by hardware or software and troubleshoot all incidents remotely.
• · Respond promptly to incoming tickets via e-mail and phone calls.
• · Evaluate each call to classify the nature, affected users, systems, hardware, and services and determine appropriate response and referral.
• · Develop proactive solutions before escalating support incidents based on client impact.
• · Communicate with customers regarding call status and follow-up with customer to assess customer satisfaction level.
• · Focus on customer relations achieving user comfort level on computer applications and equipment.
• · Maintain consistent communication with all parties including end-users, their managers or higher, as well as our Service Desk Managers.

30% Reporting and Best Practices

• · Document and enter all work in Autotask.
• · Understand processes in Autotask by completing assigned training materials and blueprints on the Autotask University.
• · Provide remote location support according to manufacturer’s and vendors best practices.
• · Plan, prepare, and deliver written reports to Service Desk Management and/or Clients on Service Desk Performance.
• · Recommend changes or propose an improvement or enhancement to Service Desk Management.

10% Professional Development

• · Participate in company sponsored job related activities and training to further develop your technical skills.
• · Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
• High school diploma or equivalent.

Skills and Qualifications

Education

Computer Skills

• Proficient in Windows and Macintosh Microsoft Office Suite.
• Post-Secondary courses in computer science or information technology.
• CompTIA A+, Network+ or similar training.

Certificates, Licenses, Registrations

Other Skills & Abilities

• Strong knowledge of Microsoft Windows 10 and Microsoft Office Suite
• Knowledge of fundamental operations of relevant software, hardware and other equipment, especially in a business environment.
• Knowledge and experience of customer services practices.

Experience

• Some experience utilizing computer hardware, software and networking.
• Experience with remote access software.
• Customer Service industry experience

Work Related Competencies

To perform the job successfully, an individual should demonstrate the following competencies that are specific to this job:

• Communication: Communicates based on others’ preferred style; Confirms understanding through active listening; Confirms commitment at key stages of process; Responds quickly to Client doubts or concerns; Communications are consistent with our values and standards.
• Client Engagement: Listening to Client concerns is a priority; Confirms understanding through active listening; Takes responsibility for resolving Client issues; Communicates key points in-writing to Clients; Confirms Client issues are resolved promptly; Documents activities in Connect Wise.
• Documentation - Tech People: Enters true time worked on service tickets; Enters time worked as it is completed; Documents work in an understandable manner; Keeps activities current – no red; Lives by the standard: If it’s not in Connect Wise, then it did not happen.
• Service Desk: Resolves technical issues involving our Microsoft solutions; Provides competent support of disaster recovery solutions; Offers basic tech support for WAN/LAN, firewalls, and security; Delivers high quality remote access solution support; Analyzes the remote monitoring alerts and notifications.
• Teamwork: Contributes to a positive team effort; Balances team and individual responsibilities; Listens attentively and openly to others' views; Gives and sincerely accepts feedback; Helps the team stay focused on key objectives; Resolves team conflict before it escalates; Places the team's success above own interests.
• Ticket Management: Consistently communicates work done to Clients; Regularly confirms Client satisfaction at completion of jobs; Always confirms problems are fixed and Clients satisfied; Updates and closes out tickets in Connect Wise; Work confirmations are done by phone and email

Company Culture

Mission: One Technology Solution: Yours

Values: Take personal ownership of self Inspires client confidence Plan, do, review Look to future Actively listen and communicate Work as a team

Vision: Our Clients call us for advice when they have business needs because we have earned their confidence as knowledgeable advisors and trusted friends

Physical Demands

While performing the duties of this job, an individual is regularly required to talk and hear. The person must occasionally lift and/or move up to 100 pounds. The individual is frequently required to stand for long periods, walk, sit, use hands and fingers to handle or feel, and reach with hands and arms. The person must have good close and distance vision, be able to distinguish color and focus easily. Occasionally work will need to be performed outside of normal business hours and on weekends. This position requires you to drive a motor vehicle to visit clients, attend meetings and events. You must provide the Company with a copy of your valid driver’s license and proof of insurance and maintain both for the duration of your employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The noise level in the work environment is usually moderate. Travel is estimated to be 10 percent of the time.

Intent and Function of Your Strategic Plan

Employee strategic plans help our people work well together and increase our ability as an organization to deliver a more consistently positive experience for our Clients. These strategic plans are an essential part of our compensation system, performance appraisal system, and related promotion, transfer, layoff, and termination decisions. Your strategic plan includes only the essential functions and basic duties of your responsibilities. Requirements, skills, and abilities included are the minimal standards necessary to successfully perform the job whereas less important activities have been excluded. In no instance should this document be interpreted as all-inclusive. Supervisors may assign additional appropriate activities and requirements. It is possible your duties may be modified to reasonably accommodate disabled individuals in accordance with the Americans with Disabilities Act. At no time will you purposefully be asked to do anything which may pose serious health or safety risks to yourself or others, or which impose undue hardships on our Company. Your strategic plan is not intended as and does not create an employment contract. Our Company is an at-will employer. At any time, employees can be terminated for any reason not prohibited by law