Service Desk Intern

The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts. Service Desk Team is responsible for creating, troubleshooting, escalating, and following‑up on incidents and service requests received via phone, email, chat, or self‑service portal within the IT Management system. Our team diagnoses and resolves problems according to standard operation procedures and maintains accurate documentation of customer issues and resolution. The Service Desk is the first point of contact for Commonwealth End Users and IT partners who are seeking technical assistance within the End User Support Contact Center. Service Desk Intern will observe and participate in daily operations, including telephone calls, technical services work, accounts management, troubleshooting, and incident escalation for applications, hardware, password resets, printer configurations, encryption, software updates, Outlook issues, network problems, and telecom. The intern will work closely with the Service Desk Manager and gain exposure to the full service desk workflow. Location & Schedule Primary work location: 200 Arlington Street, Chelsea, Massachusetts 02150 Work schedule: Monday through Friday, 7 AM to 3 PM EST. Hybrid model of reporting: in‑office workdays combined with work‑from‑home days as needed. Summer Internship Program A 10‑week paid opportunity running from June 1 through August 7, 2026. Eligible applicants are currently enrolled in an accredited college or university or are a recent graduate (May 2026 graduation date). All offers are conditional upon completing a Massachusetts Criminal Background Check (CORI), a security clearance (fingerprinting) consistent with IRS and/or public safety requirements, and required security training. IT background Knowledge of technical infrastructure and applications Working knowledge/experience with Microsoft Office Suite and Office365 Analytical and technical problem‑solving abilities Customer service skills Excellent communication and writing skills Self‑motivated and able to learn quickly Ability to prioritize work and handle specific incidents Qualifications First consideration will be given to applicants who apply within the first 14 days. Please see Preferred Qualifications. Benefits When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. An Equal Opportunity /Affirmative Action 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 appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self‑select out of opportunities if they don't meet 100 % of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Contact If you have Diversity,Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: EmilyHartmann – View phone number on click.appcast.io Job Posting Details Posting date: February 27, 2026, 2:27:10 PM Number of openings: 1 Salary: $22.00 – $22.00 per hour #J-18808-Ljbffr Commonwealth of Massachusetts