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Help Desk Intern

Location: 

Oklahoma City, OK, US, 73120

 

Req ID: 119150

BASIC PURPOSE: The primary purpose of the IT Help Desk Intern is to provide front-line for the Love’s Support Center. The IT Help Desk Intern’s job is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.

 

MAJOR RESPONSIBILITIES:

  • Alert management to emerging trends in incidents.
  • Field incoming requests to the Helpdesk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Document all pertinent end user identification information, including name, store, contact information and nature of problem or issue as well as resolution information.
  • Build rapport and elicit problem details from support center customers.
  • Escalate problem, when required, to the appropriately experienced technician.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Ensure problem has been adequately resolved.
  • Perform post-resolution follow ups to help requests.
  • Reinforce SLAs to manage end-user expectations.
  • Other duties assigned as needed.

 

EDUCATION AND EXPERIENCE:

  • Education:
    • HS Diploma or equivalent required.
    • Currently enrolled in a four year university program, a sophomore level or above (pursuing a Bachelor’s Degree in computer science and/or equivalent degree)

 

  • Experience:
  • Knowledge of basic computer hardware and peripherals.
  • Experience with desktop operating systems, including Windows.

 

SKILLS AND PHYSICAL DEMANDS:

  • Skills:
    • Hard Skills: Knowledge of Microsoft Office, knowledge of basic computer hardware and peripherals, experience with desktop operating systems, including Windows, and strong documentation skills.
    • Soft Skills: Exceptional written and oral communication skills, exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills, problem solving skills, keen attention to detail and a team player.

 

  • Typical Physical Demands:
    • Requires prolonged sitting, some bending and stooping.
    • Occasional lifting up to 40 pounds.
    • Manual dexterity sufficient to operate a computer keyboard, mouse and other computer components.
    • Requires normal range of hearing and vision.

 

Job Function(s): [[mfield1]]
Clean Places, Friendly Faces. It's been the guiding principle at Love's for more than 50 years, and it's leading us into the future. We're passionate about serving drivers with clean, modern facilities stocked with plenty of fuel, food and supplies. Love's has two primary kinds of stores. Our 'Country Stores' are fueling stations with a convenience store attached. The larger 'Travel Stops' are located on interstate highways and offer additional amenities such as food from popular restaurant chains, trucking supplies, showers and more. 

The Love's Experience

Love’s was founded in 1964 on the values of integrity, customer focus, strong work ethic, innovation and perseverance. We are looking for these in every person we hire. No matter what job you do for Love’s, your commitment to these values will not only continue our legacy of growth, it will also ensure your successful career.


Nearest Major Market: Oklahoma City
Nearest Secondary Market: Oklahoma

Job Segment: Intern, Help Desk, Information Technology, Computer Science, Entry Level, Technology, Customer Service

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