Tier 1 Service Desk Intern

internship - full time, unpaid

Telesis Corporation
Beltsville, MD
Closed
Posted 90 Days ago
Telesis Corporation
Beltsville, MD
internship - full time, unpaid
Posted 90 Days ago
Closed

Description

Jobs Tier 1 Service Desk Intern at Telesis Corp Tier 1 Service Desk Intern at Telesis Corp Posted in Other about 17 hours ago. This job brought to you by America's Job Exchange Type: Full Time Location : Calverton, Maryland Job Description: CLEARANCE REQUIREMENT: Public Trust Job Summary: The Tier 1 Service Desk Intern will support our federal government agency client by providing Tier-1 help desk support via telephone, self-service incidents/requests, ServiceNow Chat, and email for approximately 20 core business applications and full suite of office automation products on the Windows platform. Remote-access computing is supplied mainly through a virtual private network (VPN) and Citrix. Technicians will troubleshoot and resolve issues with laptop PCs, iPads, air cards, portable monitors, portable printers, portable scanners, laptop docking stations, desktop PCs, PC projectors, color Client LaserJet printers, personal LaserJet printers, flatbed scanners, large plotters, Canon high-speed scanning fax machines, iPhones, and Android mobile phones. Responsibilities: * Possess understanding of Microsoft operating systems. * Have knowledge of commercial off-the-shelf (COTS) applications (such as Adobe Acrobat and the Microsoft Office suite), and networking. * Ensure that tickets are submitted as soon as the contact is received and capture all the required customer and issue information outlined in the service desk SOP. * Follow prescribed scripts for communicating with a customer during the call. * Notify the customer of the steps that will be followed to troubleshoot the reported problem and, if possible, provide an approximate timeframe for problem resolution. * Utilize the knowledge base to assist callers with issue resolution. * Escalate, as appropriate, incidents or requests to the SD lead/manager, or higher tiers for resolution. * Perform a warm transfer, wherever possible, of support incidents to the higher support tiers. * Follow up with the customer to confirm that an incident or request has been satisfactorily resolved. * Request his/her permission to close the incident or request. * Update the relevant knowledge-base article, if necessary after closing the incident, to ensure its accuracy. * If a KBA does not exist, work with the Service Desk manager to create one. Requirements: (Clearance/Citizenship) * Ability to obtain and maintain Public Trust clearance United States Citizens or are lawful Permanent Resident Aliens (green card) with at least three or more years of U.S. residency from the date of legal entry in the U.S. * CompTIA A+ Certification * Must have reliable transportation. Experience: * 1 to 2 years' experience providing user support in a Service Desk Environment. * Must have experience with a ticketing software ServiceNow, Remedy, etc. * Must have Call Center experience Establish and maintain effective working relationships with others. * Work independently and has experience with knowledge base articles. * Ability to multi-task. * Experience servicing end users via chat interface. Education: * A.A. or B.S. in Information Technology or related field. Telesis maintains a policy of non-discrimination for all employees and applicants in every facet of the company s operations. In compliance with federal and state laws, Telesis hires, trains, and promotes all qualified employees without unlawful discrimination on the basis of race, color, religion, gender, national origin, age, marital status, disability, and any other legally protected status

Skills

troubleshooting, microsoft windows, help desk support, operating systems, information technology, microsoft access, ssl vpn, laptops, printers, citrix, comptia a+ certified, desktop support, service desk, microsoft operating systems, remote access

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