IT Service Desk Intern

COLLETTE TRAVEL SERVICE INC•Pawtucket, RI

3h•$18•Hybrid

About The Position

Collette is seeking an IT Service Desk Intern. This is a hybrid role based at our headquarters in Pawtucket, RI for 32 hours per week. The Collette Intern Program is our best-in-class opportunity for college level students who are looking to explore career paths and learn more about the travel industry, international business, corporate citizenship and Collette’s culture through a cohesive and centralized program experience. Join a class of over 20 interns doing meaningful work in a values driven company. Here are some ways in which you can expect Collette to give back to you: • Purpose - as a Collette intern you will experience a meaningful summer program with your working team, supporting real, hands-on business projects. • Variety - Interns will participate in a comprehensive, cohesive and structured blend of business-specific experiences and a shared learning curriculum through our Summer Series programming and events. • Networking - with over 20 other interns you get the chance to network and learn from one another, as well as your specific business team members, leaders, and mentors. • Results - where applicable, Collette Interns will have the opportunity to be considered for full time positions with us after graduation. Job Summary: Collette is looking for an intern to join our IT Service Desk to assist in providing excellent customer service for our global team of guided travel professionals and support staff. This is a great opportunity to develop technical hardware and software competencies and gain business acumen in a professional environment. The ideal candidate is available 24 hours per week between the hours of 8:30 am and 5 pm, Tuesday to Thursday, to work on-site at our Pawtucket, RI, corporate offices. This internship provides opportunities for interacting with and conducting various duties and responsibilities for one or more functional teams in order to develop new skills and learn new areas of the business to gain practical experience relevant to an Information Technology or Management of Information Systems field of study. This position works under the supervision of the IT Service Desk Supervisor to ensure end user technology is performing optimally. The person in this role supports the day-to-day operation of IT functions and requires a high level of flexibility as each day brings new challenges. The individual must have good customer service skills and an ability to quickly resolve issues and provide recommendations for long-term solutions.

Requirements

Should be working toward or possessing any one or a combination of the following certifications: A+, MCP, HDI Support Center Specialist, Network+ or ITIL v3 Foundations.
Training or related work experiences including: using an enterprise ticketing system and remote access software.
Ability to demonstrate PC troubleshooting skills with computer hardware, software, and interoperability problems.
Excellent interpersonal and communication skills; ability to interact effectively with others.
Strong problem-solving, influencing, and analytical skills.
Good organizational skills; ability to manage multiple projects and competing demands.
Ability to develop and demonstrate proficiency supporting an enterprise end-user computing environment (making it easier for people to use technology to get work done).
Must be able to lift up to 25 pounds.
Excellent written and verbal skills.

Nice To Haves

Training on Windows 10 operating system support in a networked environment. Apple MacOS and IOS support a plus.
Training on Office 2016 or higher. Office 365 a plus.
Training on Hardware/Software troubleshooting.
Training on Networking and Telephony experience.
Training on Virtual Desktop Infrastructure experience is a plus.
Training on Active Directory user administration tools is a plus.

Responsibilities

Responsible for providing excellent customer service by triaging and prioritizing support requests according to established guidelines.
Takes initial support phone calls and troubleshoots problems over the phone to achieve first-call resolution or escalate internally.
Collects and records information from calls, e-mails, instant messages and voicemails as required in the IT Service Management platform.
Utilizes all Service Desk resources and tools in conjunction with other support members of the IT Department to achieve issue resolution.
Follows up with customers as needed.
Resolve issues with user account access by assisting with account lockouts and password resets. Also assists with VPN access and mobile device access.
Performs basic hardware and software troubleshooting, diagnostics, and remote repair of hardware and software issues, if possible assisting employees working in other states as well as internationally.
Provides first-level application troubleshooting for end-users leveraging support-level understanding of the Microsoft Office Suite (experience with Office 2019 and Office 365 preferred).
Tracks all hardware and software inventory issued to in-house and external employees.
Performs software installations, software updates and resolves licensing issues if possible.
Deploying new systems (laptops, desktops) as needed in a timely manner including the installation and configuration of new systems and repair of existing systems. Works with contractors and vendors when external help is required.
Training employees on hardware, software and network use.
Participating in special projects as appropriate.
Maintaining good working relationships with users, department managers, vendors and other IT professionals to continuously improve the ability of the Service Desk to meet its mission.
Set up Active Directory security for new users and make security changes as dictated.