The Massachusetts Executive Office of Labor and Workforce Development (EOLWD) · 1 day ago
Service Desk Intern
United States-Massachusetts-Chelsea-200 Arlington Street
Internship
Hybrid
InternThe Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. The Service Desk Intern will assist in day-to-day operations, including troubleshooting and escalating incidents, while providing support to end users and IT partners.
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
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
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
Benefits
Comprehensive Benefits
Company
The Massachusetts Executive Office of Labor and Workforce Development (EOLWD)
The Executive Office of Labor and Workforce Development cultivates a skilled workforce across industries, provides economic stability for workers affected by job loss, injury, or illness, and upholds standards for safe working conditions.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Adriana León
Chief Financial Officer
Tony Fantasia
Chief Information Officer
Company data provided by crunchbase