Service Delivery Support Co-op

Boston Beer • Boston, MA

12d • Onsite

About The Position

We're looking for a motivated and customer-focused Co-op to join our IT team, supporting Service Desk operations and enterprise technology services. This 6-month co-op program offers hands-on experience in IT support, service management, and technology operations within a fast-paced business environment. The role provides exposure to end-user support, ticket management, and continuous improvement initiatives while helping ensure a positive technology experience for coworkers across the organization. This position is part of our 6-month Co-op Program, running from January 4, 2027 through June 25, 2027. The role is fully onsite at our Boston Seaport Corporate Office location, with team members expected to work five days per week on-site.

Requirements

• Currently pursuing a Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related technical field.
• Must continue to be enrolled in school upon completion of the co-op.
• Strong interest in IT support, Service Management, and enterprise technology operations.
• Basic knowledge of Windows operating systems, Microsoft 365 applications, computer hardware, and troubleshooting techniques.
• Strong communication, customer service, and problem-solving skills.
• Ability to manage multiple priorities and work effectively in a team environment.

Nice To Haves

• Previous IT support, help desk, or technology-related experience is preferred but not required.
• Familiarity with Azure Active Directory (Azure AD).
• Experience using Microsoft Intune.
• Exposure to Freshservice or a similar IT Service Management (ITSM) platform.
• Working knowledge of Microsoft 365 administration and collaboration tools.

Responsibilities

• Provide first-level IT support by responding to coworker inquiries and troubleshooting hardware, software, and access-related issues.
• Triage, prioritize, and route support tickets to appropriate teams for timely resolution.
• Manage Service Desk queues and maintain regular communication with coworkers regarding ticket status and next steps.
• Document incidents, service requests, and resolutions in the IT service management system.
• Support daily IT service management operations and help ensure adherence to established processes and service levels.
• Assist with user account administration, access requests, and device support activities.
• Contribute to process documentation, knowledge base updates, and operational reporting.
• Participate in continuous improvement initiatives that enhance service delivery and user experience.
• Participate in training sessions, knowledge transfer activities, and cross-functional learning opportunities.
• Collaborate with IT team members on special projects and operational initiatives.
• Gain exposure to enterprise technology environments, ITSM practices, and service delivery frameworks.

Benefits

• Hands-on experience providing technical support in a corporate IT environment.
• Exposure to IT Service Management processes, ticket lifecycle management, and end-user support best practices.
• Opportunities to develop troubleshooting, customer service, and communication skills while supporting a diverse coworker population.
• Practical experience working with enterprise technologies such as Microsoft 365, Azure AD, Intune, and ITSM platforms.
• Mentorship from experienced IT professionals and exposure to technology operations that support business success.
• Opportunities to contribute to process improvement initiatives and gain a foundational understanding of enterprise IT operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Intern