Associate Support Analyst Intern

Berkley • Wilmington, DE

2d

About The Position

The Associate Support Analyst Intern on Berkley Technology Services’ Experience and Support (BEST) team works in a dynamic technical environment, serving as a first point of contact for end-users and supporting a wide range of technologies and technical issues. The role provides end-user support through ticket and phone requests, owns assigned requests through resolution, and collaborates with engineering teams across multiple technical disciplines. The intern also contributes to technology projects and process improvements.

Requirements

• Some college or university coursework in an Information Technology discipline, or an equivalent combination of education and work experience.
• 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/or remote tools.
• Previous exposure to or experience with IT Service Management or ticketing tools.
• Self-motivated achiever who gains satisfaction from providing excellent customer service.

Nice To Haves

• Some college or university coursework in an Information Technology discipline.
• Experience with ServiceNow; this is strongly preferred.
• Exposure to or experience with Microsoft Exchange and Active Directory administration.

Responsibilities

• Manage end-user support requests received through support tickets or calls.
• Take ownership of assigned support requests and provide frequent updates to end-users from initial triage through final resolution.
• Escalate requests to, collaborate with, and learn from engineering teams covering desktop engineering, server support, collaboration technologies, networking, information security, telephony support, and database administration.
• Support connectivity and remote access or home setup requests, new PC setups, software, hardware, telephony, VPN, and mobile device or tablet needs.
• Use strong customer service skills to support end-users while resolving technical problems.
• Contribute to projects such as desktop refresh programs, technology upgrades, and process improvement initiatives.
• Suggest ideas for automation and enhancements to technical support.

Benefits

• Competitive compensation and benefits package.
• Casual dress code.
• Flexible work arrangements.

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed