Service Desk Support Specialist Intern

TaxHawk•Provo, UT

About The Position

TaxHawk is a leading online tax preparation company, committed to simplifying tax filing for millions of individuals across the United States. Our user-friendly platform, coupled with exceptional customer service, sets us apart as a trusted name in the industry. As we continue to grow, we are offering a rewarding opportunity. Job Summary: We are seeking a skilled and customer-oriented Service Desk Support Specialist to join our dynamic IT team. As a Service Desk Support Specialist, you will be the first point of contact for all IT-related inquiries, providing prompt and efficient technical assistance to internal users. Your role will be crucial in ensuring our employees have seamless and uninterrupted access to technology tools, systems, and applications.

Requirements

Proven experience as a Service Desk Support Specialist or similar role, preferably in a fast-paced environment.
Excellent customer service skills with a patient and empathetic approach to resolve user issues.
Strong technical knowledge of common operating systems (Windows, macOS , Linux) , software applications (Microsoft Office, etc.), and hardware components.
Familiarity with network concepts, protocols, and troubleshooting tools.
Ability to explain technical concepts in simple terms for non-technical users.
Proficient in ticketing systems and remote support tools.
Strong problem-solving skills with the ability to work independently and as part of a team.
Effective communication and interpersonal abilities.
Currently pursuing a degree in Information Technology, Computer Science, or a related field .

Nice To Haves

Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.

Responsibilities

Tier1 Support: Act as the initial point of contact for end-users seeking technical assistance through various channels such as phone, email, or ticketing system.
Troubleshooting: Diagnose and resolve hardware, software, network, and application-related issues promptly . Escalate complex problems to the appropriate IT.
User Training: Provide user training on software applications and systems to enhance end-users' knowledge and self-sufficiency.
Documentation: Maintain accurate records of all support activities, including issues, resolutions, and troubleshooting steps, in the ticketing system. Prioritize and manage a high volume of incoming tickets.
Software/Hardware Installation and Maintenance: Assist with the deployment, installation, and configuration of new hardware and software.
IT Asset Management: Keep track of hardware and software inventory, ensuring accurate and up-to-date records of IT assets.
System Upgrades and Patches: Collaborate with the IT team to deploy system updates, software upgrades, and security patches across the organization.
Remote Support: Provide remote assistance to off-site users, troubleshooting issues and guiding them through problem-solving steps.
Proactive Monitoring: Monitor network and system performance, identifying potential issues and taking necessary actions to prevent downtime.
Security Awareness: Stay up to date with cybersecurity best practices and help enforce security policies to protect company data and systems.
Continuous Improvement: Contribute to process improvements, knowledge base articles, and best practices to enhance the overall efficiency and effectiveness of the Service Desk team.