Associate Support Analyst Intern

W. R. Berkley; Wilmington (DE); On-site; USD 45,000 - 65,000; Full time

Job summary

Berkley Technology Services (BTS), a member company of W. R. Berkley Corporation, seeks an IT Help Desk professional in Wilmington, DE to support end-users across devices and applications.

You will manage tickets, resolve issues, and collaborate with engineering teams on upgrades and automation initiatives. Ideal candidates have IT coursework, familiarity with Windows 7/10, Office 365, VPN, and ServiceNow, plus a strong service mindset and problem-solving skills.

Qualifications

• Some college coursework in an Information Technology discipline preferred, or an equivalent combination of education and work experience
• Experience with IT service management/ticketing tools, with a strong preference for ServiceNow
• Familiarity with Windows 7/10, Microsoft Office 365, VPN, Citrix, VDI, network monitoring, and remote tools
• Exposure to Microsoft Exchange and Active Directory administration is a plus
• Self-motivated achiever with a focus on excellent customer service

Responsibilities

• Manage end-user support requests that encompass a range of technical needs received via support tickets or calls
• Take ownership of assigned support requests, providing frequent and updated feedback to end-users from initial triage through final resolution
• Escalate to, collaborate with, and learn from engineering teams spanning desktop engineering, server support, collaboration technologies, networking, information security, telephony support, and database administration
• Support end-users with connectivity and remote access/home set-up requests, new PC setups, software, hardware, telephony, VPN, and mobile device/tablet support needs
• Apply strong customer service skills to ensure end-users feel supported from start to finish while resolving challenging technical problems
• Play a key role in projects such as desktop refresh programs, technology upgrades, and process improvement initiatives
• Bring forward ideas for automation and technical support enhancements

Skills

Customer service

End-user support

Windows knowledge

Remote tools

Problem solving

Education

Some college in IT (or equivalent)

Tools

ServiceNow

Active Directory

Office 365

VPN

Job description

Company Details

Berkley Technology Services (BTS)Berkley Technology Services (BTS), a member company of W. R. Berkley Corporation, has facilities located in Des Moines, Iowa and Wilmington, Delaware, and global reach into UK/Europe, Latin America, and Asia Pacific region. BTS provides results-driven software applications, system connectivity, and world-class operational support across the enterprise. Offering an entrepreneurial and innovative culture, we encourage team members to think outside the box to deliver high-quality solutions. Additionally, we provide a competitive compensation and benefits package including a casual dress code and flexible work arrangements. BTS is constantly growing and expanding to meet the changing demands of one of the most successful insurance organizations in the world. Visit us at www.berkley-bts.com to learn more about BTS and the career opportunities we have available!

The Company is an equal employment opportunity employer.

Responsibilities

• Manage end-user support requests that encompass a range of technical needs received via support tickets or calls
• Take ownership of assigned support requests, providing frequent and updated feedback to end-users from initial triage through final resolution
• Escalate to, collaborate with, and learn from engineering teams spanning desktop engineering, server support, collaboration technologies, networking, information security, telephony support, and database administration
• Support end-users with connectivity and remote access/home set-up requests, new PC setups, software, hardware, telephony, VPN, and mobile device/tablet support needs
• Apply strong customer service skills to ensure end-users feel supported from start to finish while resolving challenging technical problems
• Play a key role in projects such as desktop refresh programs, technology upgrades, and process improvement initiatives
• Bring forward ideas for automation and technical support enhancements

Qualifications

Qualifications:

• Some college or university coursework in an Information Technology discipline preferred; an equivalent combination of education and work experience will suffice
• Working knowledge of and/or interest in learning Windows 7/10, Microsoft Office Suite and/or O365, VPN, Citrix, Virtual Desktop Infrastructure (VDI), network monitoring, and/or remote tools
• Previous exposure to or experience with IT Service Management/Ticketing tools, with a strong preference for ServiceNow
• Some exposure to or experience with Microsoft Exchange and Active Directory administration preferred
• Self-motivated achiever who gains satisfaction from providing excellent customer service

Education Requirement

• Some college or university coursework in an Information Technology discipline preferred, or an equivalent combination of education and work experience

Additional Company Details

We do not accept unsolicited resumes from third party recruiting agencies or firms.

Additional Requirements

Location and Travel:

• Primary location Wilmington, DE.

Sponsorship Details

Sponsorship not Offered for this Role