Intern, Service Desk Analyst

Encova•Columbus, OH

8d•Hybrid

About The Position

Encova Insurance is seeking an Intern, Service Desk Analyst for their Summer 2027 Internship Program. This full-time internship is available in Columbus, Ohio, or Charleston, West Virginia, and requires a commitment of at least 40 hours per week. The program offers a hybrid work schedule, allowing for days in the office each week. Interns will gain exposure to various aspects of the Infrastructure and Operations Department, including Service Desk operations, problem resolution, hardware and software installation, and administration in areas such as UNIX, Storage, Network, Server, and Voice Over IP (VoIP). The role also involves general infrastructure management, IT Asset Management, IT Project Management, and Service Desk Management. Encova Insurance's internship program has been recognized as a RISE Elite Top 50 program for six consecutive years, providing students with real-world experience and networking opportunities within the insurance industry.

Requirements

Must be currently enrolled and have completed at least 60 credit hours with an accredited college or university.
Must be able to work at least 40 hours per week.

Nice To Haves

Preference may be given to those pursuing a degree in Management Information Systems (MIS) or Computer Science.

Responsibilities

Respond to incoming user phone calls and walk-up requests.
Provide First-level support of various technology hardware and software issues and requests.
Troubleshoot technology issues to resolution or escalate in accordance with defined procedures.
Triaging incoming incidents and requests then routing to appropriate support team.
Document user interactions, actions taken, and resolutions within the ticketing management system.
On behalf of IT users, follow up with support teams regarding the status and expected completion of incidents and requests.
Follow up with IT users to gather more information, confirm their issue was resolved, or ensure the requested service was provided.
Coach users on the installation and use of company provided technology hardware and software.
Research issues and/or interact with co-workers to find solutions.
Recommend improvements to the IT Service Desk operations, standards, and procedures.
Other duties as assigned.