The Information Technology department is looking for a co-op to join our IT Service Desk team during the fall semester. The internship period will last up to 6 months for 32-40 hours per week, with the potential to extend if mutually agreed. The position will provide first level troubleshooting support for a variety of computing support issues while ensuring the highest-level customer service to our Team Partners.

This role will provide day to day first level support for hardware (desktops/laptops, mobile devices, printers, file shares), videoconferencing, WAN and VPN networks and phones, business applications, Active Directory administration, and collaboration tools such as Office365 and email.

• Accurately triages and categorizes incidents and requests coming into the Service Desk, ensuring all tickets are properly documented in accordance with IT quality guidelines.
• Appropriately routes issues not resolved on initial contact to the correct team for resolution, ensuring all troubleshooting and triage steps are documented in the ticketing tool before reassignment.
• Assists in documentation of Service Desk troubleshooting procedures that can be shared with the team’s knowledgebase.

Qualifications

• Student currently enrolled in an accredited college/university degree program pursuing a degree in Information Technology
• ITIL Foundations v3 Certification or concept understanding a plus.
• Effective verbal and written communication skills
• Proficient with Microsoft Office applications (Excel, Word, Outlook, PowerPoint) and comfortable with technology
• Strong analytical and problem-solving skills
• Ability to work on multiple tasks with a strong attention to detail and ability to stay organized
• Must be comfortable talking on the phone to customers