Help Desk Intern

AlixPartners•Detroit, MI

19d•Onsite

About The Position

At AlixPartners, we solve the most complex and critical challenges by moving quickly from analysis to action when it really matters; creating value that has a lasting impact on companies, their people, and the communities they serve. By understanding, respecting, and honoring the needs of our employees, clients, and communities, AlixPartners actively promotes an inclusive environment. We strongly believe in the value that diversity brings to our experiences and are committed to the perpetual enhancements of initiatives, policies, and practices. We hold ourselves accountable by providing the space for authenticity, growth, and equity for everyone. In this early career role on AlixPartners’ Corporate Services Information Technology team, a successful Service Desk Intern will assist supporting approximately 3,500 employees in a 1st line support role. This involves providing phone, email, and in-person support on all technical matters that come into the Service Desk. You will work as part of a growing team which exhibits core values of clear communication, teamwork, and professionalism. The Service Desk Intern is a part-time role located in Southfield, MI, reporting to the Service Desk Lead. This paid internship role is approximately 20 – 24 hours per week, with flexibility to accommodate university coursework. Paid relocation and benefits are not available for this paid, temporary, part-time position.

Requirements

Actively enrolled in or recently completed an IT related program/certification within the past 12 months
Interest in Microsoft Office 365, Outlook, Teams, Desktop and Laptop PCs, Windows 10/11, Mac OS, relevant software, printers, and networking
Beginner level knowledge and experience working in a Microsoft environment that utilizes Windows 10/11 and Teams conference rooms
Strong interpersonal skills with a passion for going above and beyond to provide an exceptional end user experience
Dependable and reliable with the ability to arrive on time for scheduled work shifts
Good planning and organizational skills with the ability to deliver accurate, timely work with professionalism, accountability, and attention to detail.
Openness to feedback and a commitment to continuous improvement.
Ability to work under pressure in demanding situations in a fast-paced environment
Willing to learn and take direction, adaptable, and able to work autonomously
Ability to lift 35 pounds and carry up to 50 pounds to assist with equipment deliveries, storage room organization, and inventory deployment
Excellent written and verbal communication skills in English with the ability to interact with employees at all levels within the company
Willingness and flexibility to work outside of normal U.S. business hours, and as unique projects/needs arise
Ability to work in an on-site office environment and physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the workday
Must become familiar with, and promote and abide by, our Core Values as defined by the AlixPartners’ Code of Conduct and foster an inclusive environment with people at all levels of an organization
MUST BE CURRENTLY AUTHORIZED TO WORK IN THE UNITED STATES. NO VISA OR IMMIGRATION SPONSORSHIP FOR THIS ROLE, NOW OR IN THE FUTURE. (e.g., H-1B, STEM OPT, TN, etc.)

Responsibilities

Monitor and provide remote technical support for incoming phone calls directed to the Service Desk
Identify, diagnose, and resolve problems for employees’ IT equipment
Document troubleshooting steps and resolution notes within our ServiceNow ticketing system
Provide one-on-one end-user problem resolution over the phone or by email
Pre-Provision and build laptops, providing a white glove level of service
Administer mobile technology tools such as InTune, Jamf, Lenovo Commercial Vantage, and others
Perform regular audits and ensure accuracy of all company IT assets (PCs, mobile phones, monitors, etc.) using our designated asset management tools and established workflow
Identify and triage L1 technical issues, escalating L2 and L3 issues to the appropriate team or leader
Create and maintain documentation to assist in day-to-day Service Desk work (knowledge bases etc.)
Additional duties as identified; this description is not designed to encompass a comprehensive listing of required activities, duties, or responsibilities