Help Desk Intern (IT Company) Job in New York 10123, New York US
About brightstack
brightstack was formed in April 2004 to be a customer focused technology services provider. We believe that building long lasting and recurring relationships with our customers requires world class solutions, sharing of strategy and vision through formal account planning, outstanding service delivery and constant innovation. We are a growing and innovative technology firm located in the heart of Midtown NYC with a 7+ year track record of success and a loyal client base. Our comprehensive solution set will create the foundation of an organization’s Technology. We are a leading Managed Services and IP Telephony provider supporting a wide range of technologies delivering service through a hosted and cloud based solution, Hardware as a Service (Haas) or premise managed.
Why choose brightstack
At brightstack, we pride ourselves in having an employee friendly work environment where everyone achieves financial reward and career growth. We have a very strong sense of team and take care of one another above all else. By doing so, our customers benefit from enhanced service and cost effective solutions. We make investments in training for all of our employees so they can prosper in their roles, grow in their careers and add additional value to brightstack and our client base.
Helpdesk Intern
Job Purpose:
The Helpdesk Intern position helps us provide excellent customer service through the complete and rapid resolution of incoming IT service desk and project tasks for tickets primarily concerning users, workstations, hardware and software. We’re looking for people to gain experience, get a start in the IT industry while helping out our team. This is a potential growth position in to full time helpdesk position.
Minimum Qualifications:
Preference for someone in or just out of school for a Computer Science or Engineering degree
Knowledge of IT operations, hardware, software, networks and procedures to resolve many service tickets independently
Ability to verbally and in writing communicate clearly
Professional demeanor
Ability to multi-task
Self-motivated
Essential Duties and Responsibilities:
- Working on service tickets (Roughly 80% of hours)
- Assisting other members of the service team (Roughly 5% of hours)
- Sales assistance for parts lookups like memory, UPS models etc. (Roughly 5% of hours)
- Personal technical education (Roughly 5% of hours)
- .Other duties as assigned by the company (Roughly 5% of hours)
Measures of Accountability
- 1.Utilization of billable time
- 2.Customer Satisfaction
- 3.Reliability and promptness
- 4.Efficiency and completeness of tickets
- 5.Ratings by the service team on helpfulness
Job Description:
The Helpdesk Intern interprets, evaluates and resolves telephone and email inquiries pertaining to the functional operation of all installed applications, hardware and software products as needed from our clients. Tickets come in primarily through the dispatcher who assigns tickets, and the Helpdesk analyst then works on tickets as scheduled. As required, s/he escalates to engineering to ensure client satisfaction. S/he enters detailed time and notes on service tickets throughout the work process. S/he works with the dispatcher to check and maintain backups every day. The Helpdesk Intern reports problems with procedures and makes suggestions for improvement. As specific client procedures come up, s/he documents the process and assists with the helpdesk team throughout the day.