Associate Support Analyst Intern

Berkley Technology Services provides software applications, system connectivity, and operational support across the enterprise. The Associate Support Analyst Intern will serve as a primary point of contact for end-users, providing technical support, managing support requests through resolution, collaborating with engineering teams, and contributing to technology and process improvement initiatives.

What you'll do:

• Manage end-user support requests that encompass a range of technical needs and come in via support tickets or calls
• Take ownership of support requests from initial triage through final resolution, providing frequent and updated feedback to end-users
• Escalate to and collaborate with engineering teams, including desktop engineering, server support, collaboration technologies, networking, information security, telephony support, and database administration
• Apply problem-solving skills and a strong customer service focus to ensure end-users feel supported throughout the support experience
• Play a key role in projects such as desktop refresh programs, technology upgrades, and process improvement initiatives
• Propose ideas for automation and technical support enhancements to improve service delivery

What they're looking for:

• • Working knowledge of and/or interest in learning Windows 7/10, Microsoft Office Suite and/or O365, VPN, Citrix, Virtual Desktop Infrastructure (VDI), network monitoring, and remote tools
• • Self-motivated achiever who gains satisfaction from providing excellent customer service
• • Some college or university coursework in an Information Technology discipline or equivalent combination of education and work experience
• • Primary location Wilmington, DE
• Sponsorship not Offered for this Role
• • Some college or university coursework in an Information Technology discipline preferred; an equivalent combination of education and work experience will suffice
• • Previous exposure to or experience with IT Service Management/Ticketing tools, with a strong preference for ServiceNow
• • Some exposure to or experience with Microsoft Exchange and Active Directory administration preferred

Benefits:

• Competitive compensation and benefits package
• Casual dress code
• Flexible work arrangements