SECURA Insurance

  • Intern - IT Service Desk

    Location US-WI-Appleton
    Posted Date 2 weeks ago(10/5/2018 1:02 PM)
    Job ID
    2226
    Job Grade
    Grade 2
    Category
    Information Technology
  • Overview

    As an IT Service Desk Intern you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and remote associates which may include users of all types and skill levels. You will learn the following skills: hardware provisioning, password resets, applying group permissions, PC hardware/software inventory checks and as well as more advanced troubleshooting and support. This is an excellent opportunity that provides plenty of growth opportunities with fantastic on-the-job learning and mentorship

    Responsibilities

    • Provide excellent customer service
    • Serving as the initial point of contact within our IT Department, you will gather and analyze information about the reported issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem.
    • Leverage Knowledge Base articles and SOP to resolve known issues. 
    • Escalate to Level 2 and Level 3 support personnel when needed.
    • Manage break/fix, software/hardware configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services) for end user compute technology.
    • Effectively communicate with business associates and provide solutions to technical issues.
    • Accurately log detailed activities, track calls/requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution.
    • Assists associates with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines

    Qualifications

    • Must be pursuing a technical degree
    • Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues.
    • Strong troubleshooting skills
    • Excellent verbal, written and/or interpersonal communication skills

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