Desk support intern

Sullivan Tire Companies

Job Description

Position Title : Help Desk Technical Support Representative - Intern

Department : IT

Reports to : Help Desk Manager

Function

As a Help Desk Technical Support Representative you are responsible for handling inbound calls from internal customers seeking technical support.

The types of technical products that we support are both hardware and software related. Once received, all requests for support are then entered into the Help Desk database.

If a support request can’t be handled immediately it is then prioritized, dispatched and tracked.

Major Responsibilities :

• Respond to requests for technical assistance in person, via phone, electronically


• Research questions using available information resources


• Advise users on appropriate action


• Log all help desk interactions


• Redirect problems to appropriate resources


• Identify and escalate situations requiring urgent attention


• Track and route problems and requests and document resolutions


• Assume additional responsibilities as needed.

Education / Experience :

Bachelor’s degree or prior work experience as an IT resource

Skills / Knowledge :

• Must have customer service orientation


• Excellent working knowledge of computers and the Windows operating system


• Strong working knowledge of standard Windows applications including Excel, Word, Explorer and Outlook


• Strong working knowledge of the World Wide Web (internet) and search engines


• Familiarity with PC hardware and component functionality


• Excellent oral and written communication skills


• Strong data entry skills



• Ability to quickly analyze and solve problems


• Ability to work flexible hours when needed


• Ability to handle stress


• Ability and willingness to travel to various company locations.



Last updated : 2022-11-28