Help Desk Intern - Boston, United States - Commonwealth Care Alliance

Commonwealth Care Alliance Boston, United States

3 weeks ago

Description

Why This Role is Important to Us:

Commonwealth Care Alliance (CCA) is thrilled once again to host its Summer Internship Program for clinical and non-clinical departmentsThe Internship Program is open to undergraduate and graduate students from across the country.

CCA Internships are a valuable way for students to obtain real-world experience, gain exposure to a specific field, build their network for the future, and support our members and communities.

This program is a great way for CCA to attract and develop exceptional talent as we continue to grow.

The Helpdesk Intern provides outstanding customer service to end users on a variety of issues, identifying, researching, and resolving technical problems.

This support includes, but is not limited to:
desktop hardware, printers, application support, security administration and telephone administration. The Helpdesk Intern also participates in special projects as assigned.

What You'll Be Doing:
Assisting in providing Level I Support.

Build rapport with all CCA clients

Escalate problems (when required) to the higher level tier groups as required or to the service manager.

Using service desk software to record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

Perform hands-on fixes remotely or in person, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow ups with end user and team members as required.

Develop help sheets and FAQ lists for end users.

Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Alert management to emerging trends in incidents.

Assist in software releases and roll-outs according to Change Management best practices.

Adhere to site audit responsibility policies and procedures

Additional Information

On-site 5 days per week (Boston)

All internships will be paid standard and competitive rates for undergraduate and graduate levels ($23 and $25 per hour respectively).

Internships are expected to be full-time through the duration of the program.

What We're Looking For:

Required:
Undergraduate student currently enrolled or a recent graduate within the last 2 years

Ability to conduct research into a wide range of computing issues is required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly, business-friendly and technical language.

Highly self-motivated and directed.

Keen attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.

Experience working in a team-oriented, collaborative environment.

40-hour on-site work week.

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

Lifting and transporting of moderately heavy objects, such as computers and peripherals.

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Please note employment with CCA is contingent upon acceptable professional references, a background check (including Mass CORI, employment, education, criminal check, and driving record, (if applicable)), an OIG Report and verification of a valid MA/RN license (if applicable).

Commonwealth Care Alliance is an equal opportunity employer.

Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other category protected by applicable federal, state or local laws.

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