Service Desk Intern

Job Title Service Desk Intern (260004EU) Overview The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise‑level services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern, responsive digital services to 40,000 internal stakeholders plus residents, business owners, and visitors to the Commonwealth of Massachusetts. The EOTSS Service Desk Team is responsible for creating, troubleshooting, escalating, and following up on incidents and service requests received via phone, e‑mail, chat, or the self‑service portal within the IT Management System. Our team diagnoses and resolves problems according to standard operating procedures and maintains accurate, timely documentation of customer issues and resolutions. The Service Desk is the first point of contact for Commonwealth end users and IT partners seeking technical assistance within the End User Support Contact Center. Internship Overview We are seeking a Service Desk Intern who will observe and participate in day‑to‑day operations. The intern will engage in telephone calls, advanced technical services work, and accounts management. Exposure will include troubleshooting and escalating incidents such as application, hardware, password reset, printer configuration, encryption, software update, messaging (Outlook), network, and telecom issues. The intern works closely with the Service Desk Manager. Location: 200 Arlington Street, Chelsea, Massachusetts 02150 Schedule: Monday through Friday, 7:00 AM to 3:00 PM EST Work Model: Hybrid (in‑office and remote as needed) Duration: Immediate hire; part‑time or up to 37.5 hours per week (full‑time) while academically enrolled. Appointment continues through June 30, 2027. All offers are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and required security training. Duties and Responsibilities Answer incoming calls professionally and courteously within specified timeframes and create tickets accordingly. Record, troubleshoot, and track incidents and requests via phone, e‑mail, or work management system for all Tier 1 calls. Perform all Tier 1 level triage and support as detailed in the Knowledge Base documentation. Serve as a central contact point for fast problem diagnosis, determination, and resolution. Escalate hardware and software problems to Tier 2 or 3 teams within SLA timeframes. Adhere to and meet all Service Desk Service Level Agreements (SLAs) and Quality Review Standards. Alert management of system or workflow issues or trends, minor or significant, as needed. Communicate and work regularly with other functional groups to ensure timely resolution of tickets and escalated issues. Follow ticket writing requirements as outlined in the Ticket Management Process. Ensure security protocols and accuracy in relation to all Commonwealth business processes. Key Accountabilities Diagnose and resolve problems according to standard operating procedures and knowledge base documents. Determine the level of support required to address or resolve issues. Prioritize and manage workload. Escalate potential major incidents to service desk operations promptly. Maintain required documentation and notify supervisor or manager of insufficient records. Verify and confirm customer data and document as required. Preferred Knowledge, Skills, and Abilities IT background with knowledge and skill in applying basic IT principles to address Tier 1 issues. Knowledge of technical infrastructure and applications. Excellent oral and written communication of factual and procedural information. Knowledge of personal computer hardware, operating systems, and application software. Understanding of PC and laptop components and ability to perform basic troubleshooting. Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, OneDrive, Teams, and VPN. Ability to maintain accurate documentation and follow procedures. Basic technical terminology knowledge to present user‑friendly explanations to non‑technical staff and end users. Ability to absorb and retain information quickly and prioritize tasks in a high‑pressure environment. Exceptional interpersonal and customer service skills with a focus on listening, questioning, and attention to detail. Experience working in a team‑oriented, collaborative, and ever‑changing technical environment. Ability to adapt to changing situations to meet emergencies or changing program/production requirements. Qualifications First consideration will be given to those applicants who apply within the first 14 days. Equal Opportunity An Equal Opportunity / Award‑Winning Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by applicable law. Research indicates that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self‑select out of opportunities if they do not meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Primary Location United States - Massachusetts - Chelsea - 200 Arlington Street Agency Executive Office of Technology Services and Security (EOTSS) Schedule Full‑time, Day Shift Number of Openings 1 Salary 21.00 – 21.00 hourly Questions about Diversity, Affirmative Action, or Equal Employment Opportunity? Contact the Diversity Officer / ADA Coordinator: Emily Hartmann – View phone number on click.appcast.io. Other Details Bargaining Unit: Non Confidential: No Potentially Eligible for Hybrid Work Schedule: Yes #J-18808-Ljbffr