Help Desk Analyst Co-op

The Help Desk Analyst Co-op troubleshoots and resolves issues related to operating systems, applications, hardware failures, printing problems, user accounts, etc. with exceptional interpersonal skills and a focus on building customer rapport and listening.

Essential Duties and Responsibilities (Includes but not limited to):

• Field incoming support requests from end users via telephone and email, in a courteous manner.
• Troubleshoot and resolve issues related to operating system, applications, hardware failures, printing problems, user accounts, etc.
• Answer hardware and software general usage questions.
• Build a rapport and elicit problem details from customers.
• Document all pertinent end user information and nature of problem or issue; record the information in an online ticketing system.
• Provide status information on open support requests.
• Assign support requests (when required) to the appropriate support technician or analyst.
• Escalate issues as needed.
• Regular and reliable attendance in the office is required.

Qualifications

• Full-time student, pursuing an Associate’s or Bachelor’s degree in information technology, computer science, or similar field required.
• A student that has completed at least 24 college credit hours is preferred.
• Knowledge of basic computer hardware, such as desktops, laptops, mobile devices, and peripherals.
• Experience with desktop operating systems such as Windows 10 and Macintosh OSX.
• Experience with Microsoft Office products such as Word, Excel, PowerPoint, Outlook and Teams.
• Exceptional interpersonal skills, with a focus on building customer rapport.
• Strong written and oral communication skills.
• Strong documentation skills.

The duration of this co-op is May to December, Monday through Friday, 8:30am - 5:00pm.

We are proud to be an Equal Opportunity Employer.

Company-paid background check required upon hire.