IT Service Desk Assistant

4 days ago

New York, New York, United States Lloyd Group Full time
About Lloyd Group

Lloyd Group is a leading IT consulting and services firm that has been serving clients since 1995. Our mission is to humanize the technology experience for our clients, freeing them to focus on their businesses while we take care of the technical aspects.

Why Work for Lloyd Group

We value our employees and strive to provide exceptional experiences for our clients by focusing on our team members first. Our benefits are designed to promote a happier, healthier life balance, and we encourage education, teamwork, and a fun work environment.

Some Key Stats
  • 4.4 out of 5 stars on Glassdoor
  • Lloyd Group Net Promoter Score of 80, from a scale of -100 to 100
  • Average Manager Tenure over 8 years at Lloyd Group
  • Average Employee Tenure over 4 years at Lloyd Group
About the Role

The Service Desk Internship is a unique opportunity to learn the ins and outs of our Service Delivery team while being a helpful resource for our Lab and Service Desk Engineers. Supported by our Service Desk Coordinator, our Service Desk Interns are eager to learn and roll up their sleeves to help our clients receive exceptional service.

Accountabilities
  • Service Desk Support
    • Complete onsite support when short staffed or our client experience teams require assistance
    • Assist the service desk in the phone queue by answering calls and troubleshooting level 1 support tickets when required
    • Keep client contact informed of progress and set appropriate expectations
    • Ensure that all work performed is documented in ConnectWise, and completed in a timely, accurate and detailed manner
    • Troubleshooting LloydNYC office related service requests and assist with vendor coordination
    • Participate in internal service desk related projects as assigned by SDC
    • Provide daily updates on tickets to corresponding Team Lead and SDC
  • Lab Service Request Management
    • Assist with PC builds and rebuilds as per Lloyd standards as needed
    • Ensure all equipment worked on is properly backed up prior to any work being done
    • Provide daily updates on lab tickets to corresponding Team Lead
  • Shipping & Receiving
    • Coordinate shipping of all equipment with appropriate team members
    • Track shipments to confirm delivery and receipt
    • Collaborate with internal teams to coordinate Lloyd community related shipping and receiving
Criteria for Success
  • Interest/Course work in Computer Science (Major in Computer Science preferred)
  • 0-1 years' experience in the IT industry, including previous internship experience
  • Exceptional verbal and written communication skills
  • Desire to be a Lloyd Group team member and develop lasting relationships in our community
  • Client focus with an ability to maintain relationships and resolve client conflicts
  • Detail oriented; follow established policies and procedures
Technical Expertise

The following technical competencies are required for this role:

  • Proficient Microsoft Windows XP, Vista, 7, 8, 10
  • Microsoft Office
  • Printer, Workstation, Server Hardware
  • Anti-virus/Malware/Spyware Software
  • Remote Desktop Technologies
  • TCP/IP, DNS, DHCP, WAN, LAN, VOIP, WLAN
  • Data Backup
  • Mac experience preferred
Role Logistics

This is a part-time, onsite (in Lloyd NYC office) internship position. Estimated hours per week are flexible, with business hours from Monday through Friday, 9:00 am to 6:00 pm. This role may require travel to Lloyd community offices and events.

Estimated salary is $20.00 per hour, depending on experience.

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