IKO North America · 11 hours ago
Service Desk Intern
Wilmington, NC
Internship
Onsite
Intern
$23/hr - $24/hr
1+ years expIKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. They are seeking a Service Desk Intern to provide first response and troubleshooting for IT support items across global locations, ensuring adherence to service metrics and managing ticketing processes.
Building MaterialConstructionHome ImprovementHome RenovationManufacturing
Responsibilities
Provide first response, initial triage and troubleshooting for all support items received through all channels - phone, email, ticket system/web portal, walk up - for on premise & remotely connected staff across all Global locations in line with defined service metrics, SLA’s and OLA’s
Provide 2nd level support, including deskside support and travel to regional locations as may be needed
Ensure tickets are created for all client contacts
Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests
Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority
As needed, escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve
Identify trends in incidents to support problem management. Record all outages within the ticketing system
Provide basic “how-to” training to end users
Seek approval to purchase, deploy or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as may be needed
Maintain accurate tracking and recovery of IT equipment
Escalate items to vendors under existing support contracts; track/document/escalate vendor compliance to existing SLOs
As assigned, author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies
Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary
Participate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight and on weekends
Closely adhere to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes
Resolve all tickets within scope through use of experience, scripts/knowledge base, detailed research or peer collaboration, with complete documentation of all actions taken and eventual resolution steps
Collaborate with and escalate or reassign unresolved tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve
Build and maintain solid skillset/knowledge in troubleshooting the organization’s endpoint infrastructure and relevant applications
Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones and other end-user peripherals
Create change tickets in support of end user-related changes. Perform scheduled changes or deployments and ensure accurate completion of change tickets
As assigned, research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards and best practices. Make recommendations to Manager, Service Desk for inclusion in technology roadmap
Serve as an assigned resource for approved Service Desk or other IT projects. Collaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordingly. Help ensure relevant milestones and deliverables for assigned projects are met to ensure successful delivery
Qualification
Required
Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field
Minimum 1 year of experience in IT Level 1 support
Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices
Experience supporting M365 applications, and email systems such as Exchange/Outlook
Experience troubleshooting issues clients may be having when connecting to or using network services
Excellent customer service skills with an ability to demonstrate empathy
Experience supporting both onsite and remote users
Strong troubleshooting, investigative and problem-solving skills
Ability to design and develop end-user & training documentation
Enthusiastic and pleasant attitude
Strong desire to learn
Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes
Upholds best practice standards as well as departmental policies and procedures
Excellent listening skills, verbal and written communication
Preferred
2-3 years' experience in IT Level 1/Level 2 support preferred
Experience providing Executive-level support
Benefits
Health care
Competitive compensation
Company
IKO North America
IKO Roofing is a worldwide leader in the roofing, waterproofing, and insulation industry for residential and commercial markets.
1001-5000 employees
H1B Sponsorship
IKO North America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Darren Rafter
Director of Sustainability
Recent News
2026-01-20
2025-11-23
Company data provided by crunchbase