MiTek® USA Inc., a subsidiary of Berkshire Hathaway, Inc. is the world's leading supplier of state-of-the-art, engineered connector products, engineering services, and computer-driven machinery for the building component industry. We provide the industry's most advanced, most comprehensive, and most innovative software for design and manufacturing. Our products and services are backed up by a team of industry professionals who are dedicated to one goal – making our customers successful. MiTek® USA Inc., a subsidiary of Berkshire Hathaway, Inc. is the world's leading supplier of state-of-the-art, engineered connector products, engineering services, and computer-driven machinery for the building component industry. We provide the industry's most advanced, most comprehensive, and most innovative software for design and manufacturing. Our products and services are backed up by a team of industry professionals who are dedicated to one goal - making our customers successful.
We are seeking a dynamic and motivated IT Service Desk Intern Responsible for learning MiTek systems and applications to aid in efficient troubleshooting and resolution of customer issues. Will providing IT Support to our department and internal customers by answering, commenting, and replying to Service Desk inquiries via telephone and email. Ability to identify and organize tickets according to priority and forward tickets to engineers and techs. Knowledge of Operating System repairs, and hardware and software troubleshooting. Assist support staff with field work as needed. Work requires ability to read, create, and comprehend knowledge articles and standard operating procedures. This position reports to the IT Support Supervisor and involves additional support requirements such as occasional evening support. Although travel is usually planned in advance- issues can arise which could warrant immediate travel to one or more satellite locations.
Essential Functions Statement(s)
Provide outstanding customer service and user support by responding to calls, email, and other requests for technical support
Ability to identify and organize tickets as well as monitor and respond quickly and effectively
Monitor Service Desk for tickets assigned to the queue
Learn and appropriately use diagnostic utilities, knowledge base, and internet resources when required to aid in troubleshooting
Deploy software to client devices using enterprise deployment tools
Remotely install printers
Utilize and maintain the Service Desk tracking software (ServiceNow) to create and document tickets
Monitor alerts and, as necessary, coordinate further action
Escalate problems as required to Tier 2 and Tier 3 support teams
General knowledge of Security Request processes and procedures.
General knowledge of processes and procedures necessary to grant access to enterprise services and resources.
Manage Distribution Lists throughout the enterprise
Ability to identify recurring incidents through regular data review in order escalate as necessary and establish root cause, ensuring it is addressed to mitigate existing impact and eliminate future occurrences
Track user account creation, changes and deletions
Assist in the setup of computers, laptops, tablets, smart phones and applications
Act as a liaison between customers and technical escalation teams
1+ years' experience with PC and with hardware/software troubleshooting to the component level in a Windows 7, 8, or 10 environment. 1+ years of direct or indirect problem determination and resolution. Must be self-motivated, team oriented and possess strong communication and interpersonal skills.
Candidate should possess strong organizational skills, be detail oriented, and self-motivated with a demonstrated ability to problem solve. Strong sense of urgency and strong commitment to quality customer service is required.