IT Service Desk Representative

Under general supervision, ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give both over-the-phone and hands-on help at the desktop level.

This is a part-time internship opportunity designed to provide experiential learning in the technical, organizational and practical work in the field of technology support services.  Individuals will provide help desk level customer service and resolve end user requests.  Problem resolution may involve the use of diagnostics and help requests tracking tools, as well as require hands-on desktop assistance.  

1. Field incoming service desk incidents and requests, and provide courteous and timely initial support and assistance to end users in compliance with organizational service level agreements.  Document pertinent end user identification information and perform post-resolution follow-ups to ensure resolution and end-user satisfaction.
2. Perform first level incident and request response and resolution for all IT services by utilizing technical knowledge of operating systems, equipment, application packages, and diagnostic troubleshooting utilities. Record, track, and document the service desk request and incident process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Refer more difficult incidents or non-routine requests to the appropriately experienced technician or Technology Services Specialist (when required). 
3. Prioritize, schedule and escalate problems, evaluate documented resolutions, test fixes to ensure problem has been adequately resolved, analyze trends for ways to prevent future problems and alert management to emerging trends in incidents.
4. Identify and learn appropriate software and hardware used and supported by the organization, to include accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
5. Create and manage knowledge documents for commonly repeated incidents and requests for internal IT personnel, as well as for end users. 
6. Perform a variety of service desk related tasks, to include but not limited to, assisting in software releases and roll-outs according to change management best practices.
7. Perform other related duties as assigned and/or required.

Required:     High School Diploma or GED equivalent; and current enrollment as an undergraduate student in the field of Computer Science, MIS, BCIS or related field

Texas Driver’s License

Ability to attend work regularly and learn new technical skills quickly and efficiently

Knowledge of advanced computer hardware including desktops, laptops, portable computing devices, network printers, scanners, and tablets

Knowledge of operating systems, including Microsoft Windows 7 and higher

Supportable knowledge of the Microsoft Office Suite, Adobe Reader, and Internet Explorer Web Browser

Strong written and oral communication skills

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

Strong documentation skills

Ability to conduct research into a wide range of computing issues

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly, business-friendly and technical language

Highly self-motivated and directed

Keen attention to detail

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Experience working in a team-oriented, collaborative environment

Ability to perform essential duties in an environment that entails sitting for extended periods of time, operating keyboards and other computer components, and lifting and transporting moderately heavy objects such as computers and peripherals.

Preferred:    ITIL Foundations Certification

Experience in a Service Desk environment

Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes

                     Experience with operating systems, including Microsoft Windows 7 and higher, iOS and AndroidPosition posted until filled or closing date.