Help Desk Specialist Intern - Summer 2024

Are you ready to kickstart your career, create a lasting impact, and learn skills that will make you a future leader? Here at BHG Financial, you will have the opportunity to gain cross-functional skills and visibility in all areas of the business from our virtual training sessions, hands-on experience, mentorship program, and access to diverse subject matter experts. Join a growing internship program that transforms talented interns into influential business leaders. BHG Financial offers innovative financial solutions to licensed, highly-skilled professionals representing the best of both traditional lending and fintech and are looking for passionate, impact players to help take our company to the next level.
Who You AreYou are a highly motivated student or recent graduate with a passion for technology. You excel in delivering top-notch customer service and have a background in computers and technical support. Self-motivated and adaptable, you thrive in a fast-paced environment and see this opportunity as the first step in a promising career in IT.

What You'll Do

• Provide exceptional customer service by addressing inquiries and requests through various channels, including telephone calls, internal ticketing system, and email, ensuring timely responses.
• Contribute to creating, maintaining, and facilitating FAQ documents, knowledge articles, and user guides.
• Generate service tickets for all inquiries and requests received at the Service Desk.
• Assist in the onboarding and offboarding processes, including issuing equipment, software, and security credentials.
• Offer basic to intermediate end-user support for IT-related issues.
• Analyze, diagnose, test, and resolve basic to intermediate service desk end-user problems related to email, hardware, software, and VPN.
• Troubleshoot basic software and hardware issues over the phone, striving for first-contact resolution when possible.
• Provide remote technical support and guidance on applications, software, and peripherals.
• Conduct initial triage of service requests to determine if additional IT resources are needed.
• Collaborate with team members and management to expedite reported issues affecting end-users.
• Maintain end-users informed about the current status of incidents and service requests, adhering to service level targets.
• Keep service request tickets updated with relevant information throughout their lifecycle.
• Assign tickets to the appropriate groups promptly and accurately.
• Document support issues and their resolutions.
• Provide "how-to" assistance on internally supported devices, applications, and systems.
• Perform basic support functions such as password resets, account unlocks, and Active Directory group changes.
• Escalate issues to second- and third-level subject-matter experts according to service-level agreements and follow up on incidents when necessary.

What You'll Need

• Must be physically present in the Davie, FL office; no remote work is available.
• Pursuing an Associate or Bachelor's degree in Computer Science or Network Engineering is preferred.
• 0-1 years of experience in a customer service role is required.
• Certification in ITIL is a plus.
• Experience in a Service Desk/Help Desk environment is a plus.
• Familiarity with ticketing tracking systems is a plus.
• Experience in a technology-driven enterprise is a plus.
• Self-motivation, attention to detail, and the ability to work effectively in a team.
• Knowledge of basic computer hardware and software.
• Knowledge of Microsoft and Apple products.
• Strong multitasking and workflow prioritization abilities.
• Effective written and verbal communication skills, with the capability to communicate technical information clearly to internal and external customers.
• Understanding of smartphones (Android and iOS).
• Solid troubleshooting skills.
• Contribute to team innovation through ideas for process improvement and efficiency.
• Familiarity with Active Directory and Microsoft Outlook/Exchange environments is a plus.
• Knowledge of networking is a plus.
• The pay range for this position is $19 - 22 per hour; however, the base pay offered may vary depending on job-related knowledge, skills, and experience.

Life at BHGAt BHG, you'll have the opportunity to build a career that has an impact and develop new skill sets that will set you up for success in this constantly changing world. Our interns work hard and aren't afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player, and loyalty have been the driving force behind our interactions with each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe tha