IT Service Desk Intern

Collette is seeking an IT Service Desk Intern. This is a hybrid role based at our headquarters in Pawtucket, RI for 32 hours per week.

The Collette Intern Program is our best-in-class opportunity for college level students who are looking to explore career paths and learn more about the travel industry, international business, corporate citizenship and Collette's culture through a cohesive and centralized program experience. Join a class of over 20 interns doing meaningful work in a values driven company. Here are some ways in which you can expect Collette to give back to you:

• Purpose - as a Collette intern you will experience a meaningful summer program with your working team, supporting real, hands-on business projects.

• Variety - Interns will participate in a comprehensive, cohesive and structured blend of business-specific experiences and a shared learning curriculum through our Summer Series programming and events.

• Networking - with over 20 other interns you get the chance to network and learn from one another, as well as your specific business team members, leaders, and mentors.

• Results - where applicable, Collette Interns will have the opportunity to be considered for full time positions with us after graduation.

Job Summary:

Collette is looking for an intern to join our IT Service Desk to assist in providing excellent customer service for our global team of guided travel professionals and support staff. This is a great opportunity to develop technical hardware and software competencies and gain business acumen in a professional environment. The ideal candidate is available 32 hours per week between the hours of 8:30 am and 5 pm, to work on-site at our Pawtucket, RI, corporate offices.

This internship provides opportunities for interacting with and conducting various duties and responsibilities for one or more functional teams in order to develop new skills and learn new areas of the business to gain practical experience relevant to an Information Technology or Management of Information Systems field of study.

This position works under the supervision of the IT Service Desk Supervisor to ensure end user technology is performing optimally. The person in this role supports the day-to-day operation of IT functions and requires a high level of flexibility as each day brings new challenges. The individual must have good customer service skills and an ability to quickly resolve issues and provide recommendations for long-term solutions.

Primary Functions:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Other minor duties may be assigned and may vary by day.

• Responsible for providing excellent customer service by triaging and prioritizing support requests according to established guidelines.
• Takes initial support phone calls and troubleshoots problems over the phone to achieve first-call resolution or escalate internally.
• Collects and records information from calls, e-mails, instant messages and voicemails as required in the IT Service Management platform.
• Utilizes all IT Service Desk resources and tools in conjunction with other support members of the IT Department to achieve issue resolution.
• Follows up with customers as needed.
• Resolve issues with user account access by assisting with account lockouts and password resets. Also assists with VPN access and mobile device access.
• Performs basic hardware and software troubleshooting, diagnostics, and remote repair of hardware and software issues, if possible assisting employees working in other states as well as internationally.
• Provides first-level application troubleshooting for end-users leveraging support-level understanding of the Microsoft Office Suite (experience with Office 2019 and Office 365 preferred).
• Tracks all hardware and software inventory issued to in-house and external employees.
• Performs software installations, software updates and resolves licensing issues if possible.

Additional duties may include:

• Deploying new systems (laptops, desktops) as needed in a timely manner including the installation and configuration of new systems and repair of existing systems. Works with…