Associate Support Analyst Intern

Berkley Technology Services; Wilmington (DE); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Casual dress code

Flexible work arrangements

Job summary

Berkley Technology Services (BTS) is a tech-focused arm of W. R. Berkley Corporation with Wilmington, DE operations and a global reach. BTS delivers software applications, system connectivity, and enterprise support, offering a casual dress code and flexible work arrangements.

The role focuses on managing end-user IT support requests, collaborating with multiple engineering teams, and driving service improvements. A strong customer-service mindset is essential.

Qualifications

• Some college or university coursework in an Information Technology discipline or equivalent combination of education and work experience.
• Familiarity with Windows OS, Office 365 suite, VPN, Citrix, and VDI.
• Experience with ITSM / Ticketing tools; ServiceNow is preferred.

Responsibilities

• Manage end-user support requests that come in via tickets or calls.
• Own requests from triage through resolution with regular status updates.
• Escalate and collaborate with engineering teams across desktop, server, networking, and security.
• Apply problem-solving to ensure users feel supported throughout the process.
• Contribute to projects like desktop refreshes, upgrades, and process improvements.
• Suggest ideas for automation and better support delivery.

Skills

Windows 7/10

Microsoft Office / O365

VPN

Citrix

VDI

ITSM / Ticketing tools

ServiceNow

Education

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

Tools

ServiceNow

Remote Desktop Protocol

Job description

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, BTS encourages team members to think outside the box to deliver high-quality solutions. Additionally, BTS provides 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.

Company Details

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, BTS encourages team members to think outside the box to deliver high-quality solutions. Additionally, BTS provides 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.

The Company is an equal employment opportunity employer.

Responsibilities

• Manage end-user support requests that encompass a range of technical needs and come in via support tickets or calls
• Take ownership of support requests from initial triage through final resolution, providing frequent and updated feedback to end-users
• Escalate to and collaborate with engineering teams, including desktop engineering, server support, collaboration technologies, networking, information security, telephony support, and database administration
• Apply problem-solving skills and a strong customer service focus to ensure end-users feel supported throughout the support experience
• Play a key role in projects such as desktop refresh programs, technology upgrades, and process improvement initiatives
• Propose ideas for automation and technical support enhancements to improve service delivery

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 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 or 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