Service Desk Student Intern, IT Department, Full-time, Temporary (2775)

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

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

Internship is 12 - 18 months

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