Help Desk Intern

Position/Role Title:     Help Desk Intern

Company Profile

Mavidea Technology Group is an Information Technology professional services firm serving clients throughout the central Illinois region.  We provide technology solutions which directly support our clients’ business models. We focus on maintaining long-term client relationships. Our services include:

• Virtual CTO technology planning & management
• Information security, disaster recovery and business continuity planning and verification
• Full vendor management and single point of contact convenience
• Managed services model with fixed-fee preventative maintenance and support
• Network architecture, implementation and monitoring
• Comprehensive help desk, remote and on-site services
• Internet connectivity, telecommunications and hosting services with full Network Operations Center

Mavidea is conveniently located at 200 West Monroe St. Bloomington, IL.  For more information, please visit our web site at www.mavidea.com.

Position Description:

Members of our Help Desk team receive, analyze, and conduct basic troubleshooting of service requests from clients.  All work is completed remotely from our office.  This position will interact with all levels of the company.  The success of this position depends on good analytical skills, effective documentation, and strong communication skills. 

Responsibilities

Primary responsibilities would be to provide remote technical support services to clients:

• Respond to and log inquiries received from clients via telephone, email, or web site.
• Troubleshoot and resolve basic questions regarding issues with computer hardware, network/internet connectivity, email, and software applications.
• Complete client requested tasks for password and user account administration based on documented procedures.
• Properly escalate tickets to a higher level of support as necessary. This includes service that exceeds skill level, reasonable repair time (no more than 30 – 45 minutes), lack of parts, or any other issue that could impact customer satisfaction
• Track open issues/inquiries and ensure resolution.
• Follow-up and communicate with clients on status of open issues/inquiries.
• Document services provided and maintain knowledge base.
• Schedule follow-up and on-site work that is escalated or necessary to complete a client’s request.

Secondary responsibilities would include the following:

• Setup and configure new computers for clients based on documented procedures.
• Rebuild, repair, and/or upgrade client computers based on documented procedures.
• Create and maintain client-related documentation.
• Develop and/or revise best practices and processes for Help Desk procedures.
• Work with Service Manager to keep all physical materials at Mavidea office organized and presentable.
• Break down cardboard boxes for recycling.  Transport cardboard to recycling depot as necessary.
• Contact technology recycling services as required to remove client recycled systems from Mavidea office.

Administrative responsibilities include:

• Participate in group discussions, meetings, work teams, and company staff meetings and events
• Review and submit timesheets and input expense items
• Dress appropriately for all activities performed on behalf of the company
• Maintain inventory of customer owned equipment in service area and daily organization of service area. Properly tag equipment with ticket number, customer name, etc. and note in ticket.
• Submit request for parts to be ordered to Service Manager for tickets you are working on. Notes to be entered in ticket and submitted properly.
• Shipping customer equipment from our office as needed to complete service ticket.

Training Responsibilities:

• Participate in and follow technical and customer service training method used at Mavidea
• Study for and pass industry certifications as identified and required
• Read educational materials as needed and directed for job proficiency
• Knowledge of information technology industry and trends, including consultative selling and services
• Maintain and continue to enhance industry subject matter expertise by reading trade publications, attending informational meetings and participating in industry associations

Job Requirements

• Foundation in PC hardware & software troubleshooting
• Knowledge of network and server environments
• Technical proficiency in Microsoft Windows operating systems (XP, Vista, Windows 7),  Microsoft Office, Internet browsers, and email applications (Outlook, Outlook Express)
• Exceptional customer service skills
• Strong interpersonal communications skills for working within team environments, communicating effectively with clients, and building client relationships
• Desire and demonstrated ability to continuously learn (new technologies, client business issues, other job functions, etc.)

Hours/Week

• Part time

Compensation & Benefits

• Hourly based on experience level

More about Mavidea

Mavidea’s Vision:
To be recognized as the leading authority on the application of technology to increase profitability.

Mavidea’s Mission:
To earn an ongoing relationship with each client by providing leading IT and web management services.

Mavidea is not your ordinary service provider or value added reseller. We realize the importance of first earning the confidence of each prospective client and laying the foundation for a relationship built on honesty and trust. We also understand that we must continue to re-earn the right to provide services to our clients. Our commitment to each client consists of five important characteristics.
Mavidea will:
• Be honest & trustworthy
• Be easy to work with
• Provide a great value for the cost
• Be dependable & accountable
• Strive to over deliver

Apply today to become an integral part of an exceptional team.

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