Service Desk Intern

Overview

The Massachusetts Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level IT services including network management and security, computer operations, application hosting, desktop provisioning and management, and modern digital services to 40,000 internal stakeholders plus 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. The team diagnoses and resolves problems according to standard operation procedures and maintains accurate and timely documentation of customer issues and resolutions. The Service Desk is the first point of contact for Commonwealth End Users and IT partners seeking technical assistance within the End User Support Contact Center.

• Answer incoming calls professionally and courteously within the specified time frames and create tickets accordingly.
• Record, troubleshoot, and track incidents and requests received via phone, email, or work management system for all tier 1 calls.
• Perform all tier 1 level triage and support as detailed in the Knowledge Base documentation.
• Provide a central contact point for fast and effective problem diagnosis, determination and resolution.
• Escalate hardware and software problems to Tier 2 or 3 teams within time frames outlined in Service Level Agreements.
• Adhere to and meet all Service Desk Service Level Agreements (SLA) and Quality Review Standards.
• Alert management of any system or workflow issues or trends as needed.
• Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are resolved in a timely manner.
• Adhere to ticket writing requirements as outlined in the Ticket Management Process.
• Ensure security protocols and accuracy as they pertain to all Commonwealth business processes.

• Incumbents have the authority to diagnose and resolve problems according to standard operating procedures and knowledge base documents.
• Determine level of support required to escalate/resolve issues.
• Prioritize and manage workload.
• Escalate potential major incidents to service desk operations promptly.
• Maintain documentation as required and notify supervisor or manager of insufficient documentation.
• Verify and confirm customer data and document as required.

• IT background with knowledge and skill in applying basic IT principles and practices to address Tier 1 issues.
• Knowledge of technical infrastructure and applications.
• Ability to communicate factual and procedural information clearly, orally and in writing.
• Knowledge of personal computers including hardware, operating systems and application software.
• Understanding components of a PC and laptop and the ability to perform basic troubleshooting.
• Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, One Drive, Teams and VPN.
• Ability to maintain accurate documentation and follow documented procedures and instructions.
• Possess basic knowledge of technical terminology to present ideas in user-friendly language to non-technical staff and end users.
• Ability to absorb and retain information quickly and prioritize and execute tasks in a high-pressure environment.
• Exceptional interpersonal and customer service skills with active listening and questioning abilities and strong attention to detail.
• Experience working in a team-oriented, collaborative and dynamic technical environment.
• Ability to adapt to changing situations to meet emergencies or changing program/production requirements.

Important employment details: This internship opportunity is available for immediate hire. The selected candidate will begin employment upon hire and may work part-time or up to 37.5 hours per week (full-time) while academically enrolled. The appointment will continue through June 30, 2027. All offers are conditional and subject to: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements;

and security training.

Location:

200 Arlington Street, Chelsea, MA 02150.

Work schedule:

Monday through Friday, 7:00 AM to 3:00 PM EST. This position follows a hybrid model of in-office and remote work as needed. The role operates in a call center setting and uses standard office equipment.