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 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 period of time.

DUTIES & RESPONSIBILITIES

• Provides support through astute troubleshooting methodology

• Address a full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, etc.

• Document each customer interaction in the ticketing system in a clear, concise, and understandable format

• Train customers to facilitate the future state of self-service, utilizing technology

• Research and resolve customer calls that require follow-up

• Complies with documented processes and works towards meeting expected service levels

• Maintain accountability for incident prioritization and resolution

• Monitor assigned incidents to ensure adequate and timely resolution in accordance with service levels

• Respond to initial phone calls in a fast paced, help desk environment

• Provide insight and recommendations to improve efficiency and workflows