Associate Support Analyst Intern

Berkley • Wilmington, DE

3d

About The Position

The Associate Support Analyst Intern will join Berkley Technology Services’ Experience and Support (BEST) team in a dynamic technical environment. The role serves as a first point of contact for end-users and supports a range of technologies and technical issues. The intern manages support requests from ticket submission or phone calls, takes ownership through resolution, and keeps end-users informed. The role also involves collaboration with engineering teams, supporting users’ devices and connectivity, and contributing to technology projects and process improvements. The primary location is Wilmington, Delaware.

Requirements

• Some college or university coursework in an Information Technology discipline is 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/or remote tools.
• Some 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 is strongly preferred.
• Some 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 end-users with connectivity and remote access or home setup requests, new PC setups, software, hardware, telephony, VPN, and mobile device or tablet needs.
• Use customer service skills to support end-users throughout the resolution of technical problems.
• Contribute to projects such as desktop refresh programs, technology upgrades, and process improvement initiatives.
• Suggest ideas for automation and technical support enhancements.

Benefits

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

What This Job Offers

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