End-User IT 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

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.