IT Helpdesk Intern

4 hours, 32 minutes ago
Internship
Entry Level
Customer and Technical Support
Podium

Podium

Podium offers a comprehensive platform for local businesses to enhance customer experiences, manage reviews, and streamline interactions with growth, communication, and payment tools. Simplifying business interactions for businesses and consumers alike.

Internet Software & Services
1K-5K
Founded 2013
$419M raised

Description

  • Provide front-line technical support to Podium employees and contractors via calls, chat, email, and remote support tools.
  • Assist with employee onboarding and termination ticket processing, including delivery of new hire equipment.
  • Troubleshoot user issues using diagnostic tools, historical records, and knowledge articles.
  • Perform basic triage of technology incidents and route complex tickets to Tier 2 support teams.
  • Manage service requests and assigned incidents in line with established guidelines and SLAs.
  • Maintain timely ticket entry, updates, documentation, and closure.
  • Communicate clearly with a diverse internal audience and document work and resolutions accurately.
  • Follow security policies to protect company systems and data.
  • Collaborate with technology teams to resolve issues and improve the employee technology experience.

Requirements

  • Fluent in English with strong written and verbal communication skills.
  • Foundational understanding of MacOS, Windows 10/11, and built-in applications.
  • Fundamental knowledge of iOS mobile devices and applications.
  • Basic understanding of, or strong desire to learn about, email and cloud system support.
  • Familiarity with Single Sign-On (SSO) systems and cybersecurity fundamentals.
  • Basic awareness of conferencing audio/visual solutions and VOIP technologies.
  • Strong analytical skills with the ability to anticipate obstacles and develop contingency plans.
  • Ability to work independently on assigned tasks and make decisions with guidance from management.
  • Ability to lift up to 50 lbs.
  • Currently pursuing or recently graduated with a degree in Information Technology, Computer Science, or a related field (preferred).
  • CompTIA A+ Certification or currently studying for it (preferred).
  • Previous customer service experience (preferred).
  • Must be available to work during U.S. business hours, typically covering the Mountain Time Zone, for 25-40 hours per week.

Interested in this position?

Apply directly on the company website

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