Department of Civil Service

Description:

This position exists in the Enterprise Service Desk (ESD) organization which is within End User Services of the Chief Operations Office. The ESD covers Level 1 intake as well as Level 2 troubleshooting functions remotely and onsite including specialized areas such as Microsoft Support and User Access Management for multiple state agencies across the state.

Duties for the intern could include, but are not limited to, the following:

* All areas of intake at the Enterprise Service Desk including phone, email and the self service portal
* Evaluate the reported problem and attempt to resolve or determine if it should be referred to a higher level resolver group
* Provide application support to a variety of environments, following unit procedures in providing customer solutions and ticket coding
* Provide support for Windows desktop operating system questions
* Provide support for Microsoft Word, Powerpoint, Excel, Access and Outlook questions
* Reset passwords for Active directory, site minder and Oracle
* Use remote control products, such as Microsoft Skype for Business, to troubleshoot customer issues
* Support troubleshooting hardware, printer and similar issues
* Image PCs as required for deployment
* Provide onsite support at various site locations as needed
* Provide User Access Management following established processes and procedures

Skills:

Clear and effective communication skills

Basic computer troubleshooting skills

Knowledge of Microsoft products

Customer Service skills

Willingness to learn

Internship Areas: Communications/Public Relations, Information Technology, Planning/Analysis/Research, Public Policy