Service Delivery Support Co-op

Boston Beer Co.; Boston (MA); On-site; USD 28,000 - 34,000; Full time

Job summary

The Boston Beer Company is seeking a motivated Co-op to join our IT team, supporting Service Desk operations and enterprise technology services. This 6‑month program provides hands-on IT support, service management, and operations exposure in a fast-paced environment at the Boston Seaport Corporate Office.

The role runs January 4, 2027 through June 25, 2027, and requires five days per week on-site. You’ll gain experience with end-user support, ticket management, and continuous improvement within

Qualifications

• Pursuing a Bachelor’s degree in IT, CS, IS, Cybersecurity, or related field and must remain enrolled after completion.
• Strong interest in IT support, Service Management, and enterprise IT operations.
• Basic knowledge of Windows, Microsoft 365, hardware, and basic troubleshooting techniques.
• Excellent communication, customer service, and problem-solving skills.
• Ability to manage multiple priorities and work effectively in a team.
• Previous IT support or help desk experience is preferred but not required.

Responsibilities

• Provide first-level IT support by responding to coworker inquiries and troubleshooting hardware, software, and access issues.
• Triage, prioritize, and route tickets to appropriate teams for timely resolution.
• Manage Service Desk queues and communicate ticket status and next steps.
• Document incidents, service requests, and resolutions in the IT service management system.

Skills

IT support

Service Management

Customer service

Communication

Teamwork

Education

Bachelor's degree in Information Technology / Computer Science / Information Systems

Tools

Azure AD

Microsoft Intune

Freshservice

Microsoft 365

Job description

Job Description

We're looking for a motivated and customer-focused Co‑op to join our IT team, supporting Service Desk operations and enterprise technology services. This 6‑month co‑op program offers hands‑on experience in IT support, service management, and technology operations within a fast‑paced business environment. The role provides exposure to end‑user support, ticket management, and continuous improvement initiatives while helping ensure a positive technology experience for coworkers across the organization.

This position is part of our 6‑month Co‑op Program, running from January 4 2027 through June 25 2027. The role is fully onsite at our Boston Seaport Corporate Office location, with team members expected to work five days per week on‑site.

Responsibilities

IT Support & Service Desk Operations

• Provide first-level IT support by responding to coworker inquiries and troubleshooting hardware, software, and access-related issues.
• Triage, prioritize, and route support tickets to appropriate teams for timely resolution.
• Manage Service Desk queues and maintain regular communication with coworkers regarding ticket status and next steps.
• Document incidents, service requests, and resolutions in the IT service management system.

IT Service Management

• Support daily IT service management operations and help ensure adherence to established processes and service levels.
• Assist with user account administration, access requests, and device support activities.
• Contribute to process documentation, knowledge base updates, and operational reporting.
• Participate in continuous improvement initiatives that enhance service delivery and user experience.

Learning & Development

• Participate in training sessions, knowledge transfer activities, and cross‑functional learning opportunities.
• Collaborate with IT team members on special projects and operational initiatives.
• Gain exposure to enterprise technology environments, ITSM practices, and service delivery frameworks.

Qualifications

Required Qualifications

• Currently pursuing a Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related technical field.
• Must continue to be enrolled in school upon completion of the co‑op.
• Strong interest in IT support, Service Management, and enterprise technology operations.
• Basic knowledge of Windows operating systems, Microsoft 365 applications, computer hardware, and troubleshooting techniques.
• Strong communication, customer service, and problem‑solving skills.
• Ability to manage multiple priorities and work effectively in a team environment.
• Previous IT support, help desk, or technology‑related experience is preferred but not required.

Preferred Qualifications

• Familiarity with Azure Active Directory (Azure AD).
• Experience using Microsoft Intune.
• Exposure to Freshservice or a similar IT Service Management (ITSM) platform.
• Working knowledge of Microsoft 365 administration and collaboration tools.

What You'll Gain

• Hands‑on experience providing technical support in a corporate IT environment.
• Exposure to IT Service Management processes, ticket lifecycle management, and end‑user support best practices.
• Opportunities to develop troubleshooting, customer service, and communication skills while supporting a diverse coworker population.
• Practical experience working with enterprise technologies such as Microsoft 365, Azure AD, Intune, and ITSM platforms.
• Mentorship from experienced IT professionals and exposure to technology operations that support business success.
• Opportunities to contribute to process improvement initiatives and gain a foundational understanding of enterprise IT operations.

The Boston Beer Company may use AI-enabled tools to assist with identifying qualified candidates and streamline recruiting operations. These tools help us improve efficiency and consistency. All hiring decisions are made thoughtfully by recruiters and hiring teams. We regularly evaluate our processes to promote fairness, reduce bias, and comply with applicable laws.

To ensure the integrity of the evaluation, please refrain from using AI-generated enhancements during your phone and virtual interviews. If we discover that you have used such enhancements without authorization or prior disclosure, you may be disqualified from the hiring process. External AI tools may not be used to transcribe or record the interview at any time. This ensures your privacy, and Boston Beer's confidential information are protected.