I.T. Service Desk Intern

Company: TeamHealth
Location: Nashville
Posted on: March 19, 2023

Job Description:

JOB DESCRIPTION OVERVIEW: There will be a Mandatory 8-week onsite training in Knoxville, TN. Then the position becomes remote. The Service Desk is the bridge between the customer and the IT department. It is critically important to an organization that the Service Desk functions effectively because IT-dependent issues and requests can severely impact business operations. Service Desk personnel are not only capable technicians, but leave a perception with the customer of an organized, professional, friendly, and competent IT department. For this reason, traits such as attention to detail and excellent communication skills are important personal characteristics. ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintain centralized support interaction center providing assistance to users for the Information Technology department. Promote confidence and ensure prompt resolution of outstanding issues.
• Analyze and recommend appropriate methods and personnel for solution of problems, while maintaining confidentiality of any sensitive information.
• Coordinate end-user adds, moves, and changes with all Information Technology personnel and any other resources needed.
• Ready to research questions using a variety of manuals and resources.
• Expected to stay abreast of current news, system information, problems, changes, and updates relevant to our user community.
• Provide first-level contact and problem resolution for all users customers with hardware, software, and application questions or issues.
• Resolve as many user-reported issues as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Use advance troubleshooting skills and data collection methods.
• Courteously obtain and convey concise problem information for external and internal service personnel.
• Provide accurate, thorough, and timely logging of interactions.
• Identify and escalate issues as appropriate following Service Desk procedures.
• Coordinate interactions between customers and internal support staff to assure accurate issue interpretation. Act as customer advocate.
• Maintain communications with customers throughout the resolution process.
• Utilize superior customer service skills.
• Maintain in-depth knowledge of Service Desk supported products and services.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and complex customer needs.
• Show initiative and act independently to resolve issues.
• Demonstrated ability to manage multiple priorities and follow through on projects to completion.
  • Act as a liaison between customers and technical escalation teams. QUALIFICATIONS / EXPERIENCE:
    • Associates degree in computer science or related field is required or comparable education and experience.
      • Five years of work experience in an enterprise network environment, at least two of which included direct end user support.
        • Requires proficiency with client-end operating systems and standard office automation software.
          • Demonstrated ability to communicate effectively both verbally and in writing.
          • Demonstrated ability to achieve successful outcomes in handling difficult situations and complex customer needs.
          • Demonstrated ability to manage multiple priorities and follow through on projects to completion.
          • Resourcefulness, ingenuity, and maturity in decision making and problem solving;PHYSICAL / ENVIRONMENTAL DEMANDS:
            • Remote Office Setting
              • Must provide a minimum internet bandwidth/speed requirement of 23 Mbps download and 10 Mbps upload.
              • Occasional onsite work/training at our Brookvale location
              • Potential rotational on-call availability for days per month
                • Ability to work in a dynamic environment
                • Prolonged sitting
                • Prolonged work in a PC/computerThis position may require manual dexterity and/or frequent use of the computer, telephone, 10-key, calculator, office machines (copier, scanner, and fax) and/or the ability to perform repetitive motions and/or meet production standards to comply with the essential functions. Also, may require physical and/or mental stamina to work overtime, additional hours beyond a regular schedule and/or more than five days per week. DISCLAIMER: Cooperative, positive, courteous and professional behavior and conduct is an essential function of every position. All employees must be able to work with others beyond giving and receiving instructions. This includes getting along with co-workers, peers and management without exhibiting behavior extremes. Job functions may require personal leadership skills such as conflict resolution, negotiating, instructing, persuading, speaking with others as well as responding appropriately to job performance feedback from the supervisor. Additionally, the information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.

Keywords: TeamHealth, Nashville , I.T. Service Desk Intern, Other , Nashville, Tennessee