Commonwealth of Massachusetts · 1 day ago
Service Desk Intern
United States-Massachusetts-Chelsea-200 Arlington Street
Internship
Hybrid
InternThe Commonwealth of Massachusetts is seeking a Service Desk Intern to join the Executive Office of Technology Services and Security (EOTSS). This role involves supporting day-to-day operations by troubleshooting and escalating incidents related to IT support, while ensuring accurate documentation of customer issues and resolutions.
Government Administration
No H1B
Security Clearance Required
Responsibilities
Answer incoming calls professionally and courteously within the specified timeframes and create tickets accordingly
Record, troubleshoot, and track incidents and requests received either through phone, email, or work management system for all tier 1 calls
Perform all tier 1 level triage and support as detailed in the Knowledge Base documentation
Provide a central contact point for fast and effective problem diagnosis, determination and resolution
Escalate customer hardware and software problems effectively to Tier 2 or 3 teams within timeframes outlined in Service Level Agreements
Adhere to and meet all Service Desk Service Level Agreements (SLA’s) and Quality Review Standards
Alert management of any system or workflow issues or trends (minor or significant) as needed
Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are resolved in a timely manner
Adhere to ticket writing requirements as outlined in the Ticket Management Process
Ensure security protocols and accuracy as it pertains to all Commonwealth business processes
Qualification
Required
Ability to communicate factual and procedural information clearly, orally and in writing
Knowledge of personal computers including hardware, operating systems and application software
Understanding the components of a PC and laptop and the ability to perform basic troubleshooting of problems
Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, OneDrive, Teams and VPN
Ability to maintain accurate documentation and to follow documented procedures and instructions
Possess basic knowledge of technical terminology to be able to present ideas in a user-friendly language to non-technical staff and end users
Ability to absorb and retain information quickly as well as prioritize and execute tasks in a high-pressure environment
Exceptional interpersonal and customer service skills with a focus on listening and questioning skills with a keen attention to detail
Experience working in a team-oriented, collaborative and ever-changing technical environment
Ability to adjust to changing situations to meet emergencies or changing program/production requirements
Preferred
IT background with knowledge and skill in applying basic IT principles and practices to address Tier 1 issues
Knowledge of technical infrastructure and applications
Benefits
Comprehensive Benefits
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Company
Commonwealth of Massachusetts
Commonwealth of Massachusetts is a government administration.
Founded in 1788
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$20.84MKey Investors
U.S. Department of Agriculture
2024-10-29Grant· $20.84M
Leadership Team
David J. Kelly
CEO/President
Mary-Louise White
CEO
Recent News
2026-01-11
2025-12-24
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