Service Desk Intern

Job Description

The Executive Office of Technology Services and Security (EOTSS) is the state's lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

The EOTSS Service Desk Team is responsible for creating, troubleshooting, escalating, and following-up on incidents and service requests received via phone, email, chat, or self-service portal within the IT Management system. Our team diagnoses and resolves problems according to standard operation procedures. We also make sure to maintain accurate and timely documentation of customer issues and resolution. The Service Desk is the first point of contact for Commonwealth End Users and IT partners who are seeking technical assistance within the End User Support Contact Center.

We are seeking a Service Desk Intern who will learn what it is like to be part of day-to-day operations. This individual will observe and participate in telephone calls, advance technical services work, and accounts management work. The Service Desk Intern will also have exposure to troubleshooting and escalating incidents including applications, hardware, password resets, printer configurations, encryption, software updates, messaging (outlook issues), network issues, and Telecom. The individual will work closely with the Service Desk Manager.

The primary work location for this role will be 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Monday through Friday, 7:00AM to 3:00PM EST.

This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. This job operates in a call center setting. This role routinely uses standard office equipment such as computers, phones, photocopiers

All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

Duties and 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.

Key Accountabilities

Incumbents at this level have the decision-making authority to:

• Diagnose and resolve problems according to standard operating procedures/knowledge base documents.
• Determine level of support required to escalate/resolve issues.
• Prioritize and manage workload.
• Escalate potential major incidents to service desk operations promptly.
• Maintain documentation as required and notify supervisor or manager of insufficient documentation.
• Verify and confirm customer data and document as required.

Preferred Knowledge, Skills, and Abilities:

• 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.

Qualifications

First consideration will be given to those applicants that apply within the first 14 days.

Please see Preferred Qualifications.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.