IT Service Desk Intern

IT Service Desk Intern

Union Home Mortgage's L.E.A.D Internship Program's goal is to provide a fun, interesting, and real-world environment for our interns to learn about the industry, be educated by Sr. Leadership and their peers, achieve their personal goals and develop their skills and knowledge base. We pride ourselves in providing innovative programs for our interns in order for them to learn and grow as they progress through their careers.

Some of the programs we offer include: shadowing, mentoring, professional development, group projects and we even take our interns on corporate outings! Our internship program gives students a chance to meet new people, gain more experience, and learn from the best in the business! Our interns are treated like full-time partners who work 40 hours a week during the 3-month summer program, are compensated, and based out of headquarters in Strongsville, Ohio.

The IT Service Desk Intern is the primary contact for all external offices regarding technical support issues. The goal is to support, educate and train decentralized office employees on applications and technology to diminish recurring future support requests and make each employee feel well supported and comfortable with technology.

The position provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices). This position requires the ability to provide a response in person, in writing, or over the phone while sitting at a desk for long periods of time.

Duties and Responsibilities

• Provides support through astute troubleshooting methodology
• Addresses a full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, etc.
• Documents each customer interaction in the ticketing system in a clear, concise, and understandable format
• Trains customers to facilitate the future state of self-service, utilizing technology
• Researches and resolves customer calls that require follow-up
• Complies with documented processes and works towards meeting expected service levels
• Maintains accountability for incident prioritization and resolution
• Monitors assigned incidents to ensure adequate and timely resolution in accordance with service levels
• Responds to initial phone calls in a fast-paced, help desk environment
• Provides insight and recommendations to improve efficiency and workflows

Qualifications

• Ability to triage technical issues efficiently and effectively
• Quick to learn new technologies and applications
• Knowledge in relevant operating systems, languages, and environments
• Great verbal and written communication skills
• Positive working attitude, contributing as an individual and team member to accomplish goals
• Strong analytical skills, decisiveness, and sound judgment
• Knowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks and computers
• Willing and able to work occasional holidays, weekends, and evenings
• Ability to manage time and adapt to changes in workflow

Education & Experience

• Pursuing an Associate's or Bachelor's Degree in Information Technology or a related major
• Sophomore, Junior or Senior Standing.

Applications are accepted on a rolling basis and positions are open until filled (this may be prior to the job posting expiration date).

Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.