Service Desk Intern

Commonwealth of Massachusetts • Chelsea, MA

1d • Hybrid

About The Position

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. The Service Desk intern will learn what it is like to be part of day-to-day operations. The intern will observe and participate in telephone calls, advance technical services work, and accounts management work. The 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 intern 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, 7AM to 3PM 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.

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.

Nice To Haves

• IT Background
• Knowledge of technical infrastructure and applications
• Working knowledge/experience with Microsoft Office Suite and Office 365
• Analytical and technical problem-solving abilities
• Customer Service Skills
• Excellent communication and writing skills
• Self-motivated and ability to learn quickly
• Ability to prioritize work/specific incidents

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.

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed