IT Service Center Internship

Internship Opportunity At Pointcore, Inc.

Pointcore serves the healthcare industry through proven excellence in key services that enable patient care including technology services, healthcare technology management, supply chain, business and construction. As an extension of OSF Health Care, one of the nation's leading healthcare organizations, Pointcore leverages decades of experience serving hospitals and clinics of all sizes to extend resources, share cost and utilize common infrastructure with external clients, all to the benefit of patients.

This internship is open to a current student here in the Central Illinois area - preferably Peoria, Bloomington, Galesburg or immediate surrounding areas - who is seeking an opportunity to work while attending school locally with the possible transition in to a full time position once their degree program is completed. The internship will require to work onsite in Peoria, IL.

POSITION SUMMARY:

The IT Service Center Intern provides Tier 1 support to employees relating to requests for IT services. Interns promptly resolve or triage requests by providing the most effective and efficient solution to our employees. The intern ensures proper documentation, use of knowledge database, and escalation processes are followed in our ITSM solution.

• Acts as primary point of entry for all mission partner Service Center contacts (phone, email, portal, chat)
• Utilizes excellent customer service skills and exceeds mission partner's expectations
• Resolves technical computer, printer, network and software related issues, remotely as needed
• Ensures proper documentation, categorization, and closure of all contacts in our ITSM solution
• Escalates unresolved contacts to the next level of support
• Follows internal resolution, problem solving, routing, communications and escalation processes with maximum reliance on ITSM knowledgebase documentation
• Preserves and enhances their knowledge of Service Center procedures and services

REQUIRED QUALIFICATIONS:

Education:

Junior or Senior level student attending college or university advancing towards Bachelors Degree program in an IT related field OR currently enrolled in an Associates Degree program in an IT related field

Other Skills/Knowledge:
Proficiency in English, both written and oral. Communication skills. Problem-solving, critical thinking, and multi-tasking skills. Customer service experience. IT work related experience. Experience with healthcare specific concepts, software, and practice

OSF Health Care is an Equal Opportunity Employer.