Associate Support Analyst Intern

Berkley•Wilmington, DE

9d•Onsite

About The Position

The Associate Support Analyst Intern on Berkley Technology Services’ Experience and Support (BEST) team will serve as a primary point of contact for end-users, providing technical support across a wide range of technologies while delivering exceptional customer service and contributing to continuous improvement initiatives.

Requirements

Some college or university coursework in an Information Technology discipline preferred; an equivalent combination of education and work experience will suffice
Working knowledge of and/or interest in learning Windows 7/10, Microsoft Office Suite and/or O365, VPN, Citrix, Virtual Desktop Infrastructure (VDI), network monitoring, and remote tools
Previous exposure to or experience with IT Service Management/Ticketing tools, with a strong preference for ServiceNow
Some exposure to or experience with Microsoft Exchange and Active Directory administration preferred
Self-motivated achiever who gains satisfaction from providing excellent customer service

Responsibilities

Manage end-user support requests that encompass a range of technical needs and come in via support tickets or calls
Take ownership of support requests from initial triage through final resolution, providing frequent and updated feedback to end-users
Escalate to and collaborate with engineering teams, including desktop engineering, server support, collaboration technologies, networking, information security, telephony support, and database administration
Apply problem-solving skills and a strong customer service focus to ensure end-users feel supported throughout the support experience
Play a key role in projects such as desktop refresh programs, technology upgrades, and process improvement initiatives
Propose ideas for automation and technical support enhancements to improve service delivery