Service Desk Intern

Worker Type

Supplemental

Job Description

 

Summary:

The Service Desk Intern is a member of the Information Technology Service Desk Team and shadows different members of the Service Desk team.  The Service Desk intern is primarily responsible for imaging computers, PC refreshes, installing/uninstalling software, assisting with new hire onboarding tasks, performing e-waste activities per policies and procedures, recording actions in the ticketing system and documenting how-to’s and FAQ’s for the team and customers.

Position Responsibilities:

Provides world-class customer service.

Troubleshoots IT related issue or request, either through remote connection or deskside visit by utilizing resources including existing expertise, teammates, knowledge articles and other documented policies and procedures.

Performs computer imaging and deployments, phone deployments, PC refreshes, e-waste activities and works with the IT asset manager to ensure CMDB is updated appropriately and the needed equipment is in stock.

Delivers and configures needed IT equipment to the proper location, including personnel moves.

Assists and trains customers on how to use assigned IT equipment.

Provides support for on-site/off-site meetings, conference rooms and audio/video related support.

Documents support interactions with the details of inquiries, complaints, comments, actions taken and resolution by updating existing or creating a new ticket.

Follows-up with customers on status for urgent issues/requests that are escalated to another Tier or team.

Provides customers with preventive maintenance, configuration recommendations and points them to relevant self-help materials.

Updates relevant knowledge articles and/or self-help materials.

Other duties as assigned by team lead or service desk manager.

Basic Qualifications (Required Skills & Experience)

High School Diploma or GED equivalent and college student

Excellent customer service and verbal/written communication skills

Strong computer skills and proficiency in Microsoft Office, Windows OS and Dell hardware

Demonstrates effective analytical, problem-solving, interpersonal, time management, organizational & interpersonal skills

Other Qualifications & Desired Competencies

Able to excel in a fast-paced, deadline-drive environment, where small teams share a broad variety of duties

Displays strong initiative and drive to accomplish goals and meet company objectives

Takes ownership and responsibility for current and past work products

Works well with others and consistently demonstrates teamwork, collaboration and puts the success of the team above one's own interests. Shares ideas and knowledge with others

Physical Demands

Ability to work in an office environment (Constant)

Ability to safely lift up to 50 lbs. and carry/move objects of varying shapes and sizes (Occasional)

Required to stand and sit for long periods (Frequent)

Required to talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Frequent)

The salary range for this role is:

$0 - $0

AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate’s work experience, education/training, and key skills.

ITAR Requirement:

This position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants must qualify as a U.S. person under the ITAR and the EAR, or a person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on AeroVironment’s determination that it will be able to obtain an export license in a time frame consistent with AeroVironment’s business requirements. A “U.S. person” according to the ITAR definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee or asylee. See 22 CFR § 120.15. Some positions will require current U.S. Citizenship due to contract requirements.

Benefits:  AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown.  For mo