IT Service Desk Student Intern, Full-time, Temporary

Supporting all IT call activities in a high volume IT service desk environment.

This role includes answering incoming Service desk calls, troubleshooting tier I support issues, escalating issues in a timely manner.

Inputting call details for customers within an ITSM system ensuring proper descriptions and details are provided for the next level support.

Internship is 12 - 18 months 

Hours: 40 hours per week, Monday - Friday, 730am - 4:30pm

Responsibilities:


* Provide Tier I support for users


* Meeting call volume SLA’s


* Assisting in Service desk activities


* Escalating new or outstanding issues or incidents


* Verifying ticket due dates and SLA’s are being met


* Responsible for following up on outstanding items or issues using the ITSM tool


* Escalation of issues to the next level support


* Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently.


* Maintain a positive working relationship with business lines and other departments


* Maintain and monitor department mailbox


* Perform other duties as assigned

Qualifications:


* Strong Time management and Prioritization skills


* Ability to meet deadlines


* Demonstrate ability to handle multiple and at times competing priorities in a fast paced environment


* Ability to work independently and within a team environment, specifically to problem-solve issues as they arise


* Strong communication and interpersonal skills 


* Capability to productively support Brooks IT staff


* Excellent verbal and written communication skills


* Basic knowledge of Windows environment


* High level of proficiency with office technologies and computer application including MS office products and the internet


* Health Care experience preferred but not required

Hours: 40 hours per week, Monday - Friday, 7:30am - 4:30pm

Internship is 12 - 18 months 

Location: Brook Rehabilitation Hospital at 3599 University Blvd South, Jacksonville, FL 32216