Service Desk Intern

AeroVironment • Simi Valley, CA

3d

About The Position

The Service Desk Intern is a member of the Information Technology Service Desk Team and shadows different members of the Service Desk team. The Service Desk intern is primarily responsible for imaging computers, PC refreshes, installing/uninstalling software, assisting with new hire onboarding tasks, performing e-waste activities per policies and procedures, recording actions in the ticketing system and documenting how-to’s and FAQ’s for the team and customers. Position Responsibilities: Provides world-class customer service. Troubleshoots IT related issue or request, either through remote connection or deskside visit by utilizing resources including existing expertise, teammates, knowledge articles and other documented policies and procedures. Performs computer imaging and deployments, phone deployments, PC refreshes, e-waste activities and works with the IT asset manager to ensure CMDB is updated appropriately and the needed equipment is in stock. Delivers and configures needed IT equipment to the proper location, including personnel moves. Assists and trains customers on how to use assigned IT equipment. Provides support for on-site/off-site meetings, conference rooms and audio/video related support. Documents support interactions with the details of inquiries, complaints, comments, actions taken and resolution by updating existing or creating a new ticket. Follows-up with customers on status for urgent issues/requests that are escalated to another Tier or team. Provides customers with preventive maintenance, configuration recommendations and points them to relevant self-help materials. Updates relevant knowledge articles and/or self-help materials. Other duties as assigned by team lead or service desk manager.

Requirements

• High School Diploma or GED equivalent and college student
• Excellent customer service and verbal/written communication skills
• Strong computer skills and proficiency in Microsoft Office, Windows OS and Dell hardware
• Demonstrates effective analytical, problem-solving, interpersonal, time management, organizational & interpersonal skills

Nice To Haves

• Able to excel in a fast-paced, deadline-drive environment, where small teams share a broad variety of duties
• Displays strong initiative and drive to accomplish goals and meet company objectives
• Takes ownership and responsibility for current and past work products
• Works well with others and consistently demonstrates teamwork, collaboration and puts the success of the team above one's own interests.
• Shares ideas and knowledge with others

Responsibilities

• Provides world-class customer service.
• Troubleshoots IT related issue or request, either through remote connection or deskside visit by utilizing resources including existing expertise, teammates, knowledge articles and other documented policies and procedures.
• Performs computer imaging and deployments, phone deployments, PC refreshes, e-waste activities and works with the IT asset manager to ensure CMDB is updated appropriately and the needed equipment is in stock.
• Delivers and configures needed IT equipment to the proper location, including personnel moves.
• Assists and trains customers on how to use assigned IT equipment.
• Provides support for on-site/off-site meetings, conference rooms and audio/video related support.
• Documents support interactions with the details of inquiries, complaints, comments, actions taken and resolution by updating existing or creating a new ticket.
• Follows-up with customers on status for urgent issues/requests that are escalated to another Tier or team.
• Provides customers with preventive maintenance, configuration recommendations and points them to relevant self-help materials.
• Updates relevant knowledge articles and/or self-help materials.
• Other duties as assigned by team lead or service desk manager.

Benefits

• AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown.
• For more information about our company benefit offerings please visit: http://www.avinc.com/myavbenefits .
• We also encourage you to review our company website at http://www.avinc.com to learn more about us.

What This Job Offers

• Career Level: Intern
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees