Intern - IT Customer Support Specialist

Responsibilities :

• Provide Level 1 and 2 support including incident management, diagnosis, escalation, tracking and resolution.
• Actively monitor regional office and jobsite networks. Identify potential issues and proactively work towards resolution.
• Support office and remote personnel in a timely manner and within specified SLA’s.
• Escalate and dispatch Dell Tech Direct Service for hardware repairs as directed by McCarthy procedures.
• Document all support activities in ticket tracking database.
• Work within documented SLA’s regarding call backs, escalations, status updates and resolutions.
• Work with other IT Teams to determine when escalation of support issue is necessary.
• Assist in developing documentation to improve communication and service delivery.
• Follow established processes and standards. Identify and propose potential process improvements where needed.
• Additional projects as assigned.

Qualifications :

• Desire to provide excellent customer service and a positive support experience for customers.
• 1-2 years of previous help desk experience preferred.
• CompTIA A+ Certification preferred, but not required.
• Ability to communicate in a clear and concise manner both orally and through written communications.
• Excellent analytical and problem-solving skills over the phone and one on one.
• Intermediate knowledge of networking and computer hardware required.
• Strong knowledge of Microsoft Office 2016 including Outlook, Windows10, and Office 365.
• Experience supporting mobile devices preferred.
• High level of professionalism.
• Desire to work with other IT Teams and the ability to work independently as well.
• Strong time management and organizational skills.
• Motivation to acquire and develop new knowledge and skills.
17 days ago