What are the responsibilities and job description for the Help Desk Intern position at All Lines Technology?
The Help Desk Intern will perform first level IT support, incident resolution for multiple MSP customers. The Intern is responsible for getting users back to work quickly or escalating to a higher tier of support for appropriate remediation. Duties are focused on efficiency, effectiveness, capturing/reusing knowledge, and following prescribed procedures methodically. Excellent customer care and a team mentality are essential to success in this position. The analyst will work with end users through email and telephone, and work within our ticketing system to understand and record incidents.
Duties Include:
- Responsible for providing remote escalated and remediation service and support to our clients, via telephone, email and remote control to address issues as outlined by the applicable SLAs.
- Follow prescribed procedures to quickly return users to work.
- Working to maintain individual and team goals for speed of answer, response to alerts and emails.
- Working within many different industries and software to resolve technical issues for end users.
- Performing technical support for devices, PCs and Macs.
- Quickly and appropriately diagnose when an incident should be escalated to a higher tier of support.
- Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge.
- Communicate with end users via telephone and email.
- Quickly and appropriately diagnose when an incident should be escalated to a higher tier of support.
- Monitor and respond appropriately to alerts.
- Communicate effectively via oral and written capability.
- Excellent customer relations and interpersonal skills.
- Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge.
- Personable, honest & hard-working individual, who can work on a team and independently.
- Must have strong verbal communication skills.
- Communicate effectively via oral and written capability.
- Must be able to accurately document and report on assigned tasks.
- Maintaining a positive, service-oriented attitude.
- Excellent customer relations and interpersonal skills
Qualifications:
- Must be able to work at least 3 days/wk (M/T/W preferably)
- Ability to troubleshoot and diagnose PC issues
- Ability to communicate orally with technical and non-technical personnel; able to follow oral and written instructions; and possess the ability to read and interpret documents such as operating, maintenance instructions, and procedure manuals. Ability to correspond professionally with users via phone and email.
- Must be able to consistently follow documented procedures for incident resolution.
Education/Experience:
- Degree or professional IT certifications are nice to have (May be replaced with level of experience)
- Experience working as a customer service representative or help desk analyst is a plus.
