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IT Intern job

MerkleincSouthfield, MI
Merkleinc jobs

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Job Description

Job Description

Intern, Information Technology is an entry level position. Candidates will demonstrate the ability to thrive in a fast paced environment, work independently, assess incidents/requests, and apply the correct level of urgency to achieve a mutually accepted solution, all while providing exemplary customer service in support of Merkle s technology vision. The Intern should have a strong drive to learn new enterprise class technologies.

This role reports to the Manager of Managed Hosting. The role will work with a team of geographically distributed Merkle staff.

Essential Tasks and Responsibilities:

Monitor and act on alerts received via corporate monitoring solution, system events, and application flows.

Perform tier 1 incident management tasks.

Ensures all equipment is properly maintained, service calls are placed in a timely manner and tracked to assist with vendor management.

Perform backups and restores related to end user and server requests.

Provision/Decommission hardware (Laptops, Desktops, Macintosh) following documented procedure.

Provision and Reclaim software from end user hardware.

Act as smart hands for SME s providing technical direction.

Utilize ticketing system(s) to document issues, communicate statuses, and resolution.

Escalate issues as defined in documented escalation procedures.

Uphold and promote Merkle s core values and culture.

Other duties as assigned.

Measures of Success:

Maintain a high level of internal customer service.

Demonstrate the ability to work as part of a team and share knowledge with team members.

Positive recognition as noted on Employee and Customer satisfaction surveys, completed on a periodic basis.

Successfully resolve technical incidents/requests within SLA/OLA timeframe with a high level of quality, escalating where appropriate.

Qualifications

This position requires the ability to work independently with limited direct supervision.

Communicate clearly both orally and in writing.

Possess superior telephone etiquette and the ability to deal effectively with end users, peers, and management even under extremely stressful conditions.

Possess the ability to respond effectively to sensitive inquiries and complaints.

Possess the ability to read, analyze, and interpret helpdesk tickets and emails.

Relate in a positive professional manner with end users and coworkers.

Interact well with different personalities.

Make decisions and judgments based on standard procedures.

Demonstrate analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time.

Demonstrate the ability to determine when to escalate issues based on SLA or severity level.

Demonstrate PC proficiency using common software programs such as MS Word, MS Excel, MS Outlook, etc.

Demonstrate basic understanding of enterprise data center concepts such as Windows, networking, server administration, and the Internet.

Demonstrate the ability to learn new skills techniques and responsibilities.

Flexibility to work non-standard work hours including nights, weekends, and holidays.

Ability to lift boxes which weigh up to 70 pounds.

Must be reliable related to schedule and recurring tasks.

Education and Experience:

High School Diploma or equivalent.

College degree preferred.

Experience in a customer service environment preferred.

A+, MCSE, MCITP, CCNA Certifications preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.

At Merkle, we believe that a diverse environment improves us as a community and as a business. We want to foster an environment of growth, where all ideas and contributions are encouraged. We need this culture of courage to continue to thrive in our fast-paced industry. We embrace differences of opinion. We value diversity of experience and thought, which help us to challenge and define industry-leading solutions, and support our goal of being a great place to work.

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