ITSM Customer Service Intern

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Job Description:

JOB SUMMARY

The ITSM Customer Service Intern will support the IT Service Management (ITSM) team in delivering high-quality end-user support, endpoint management, IT service desk operations, and automation. This role provides hands-on experience with ITSM processes, customer service interactions, and endpoint troubleshooting. The intern will assist in resolving technical issues, managing service requests, and improving IT support efficiency by automation. The intern will work closely with IT professionals to support end users, troubleshoot endpoint devices, and assist with IT service desk operations. You will gain exposure to ITSM best practices, including incident management, request fulfillment, and asset management. This role is ideal for individuals looking to develop technical and customer service skills in an enterprise IT environment.

RESPONSIBILITIES

• Assist with IT service desk operations, responding to user requests and incidents.   
• Troubleshoot and resolve basic hardware, software, and network issues on endpoint devices.
• Provide first-line automation for ITSM tools and ticketing systems.
• Support asset management activities, including tracking IT equipment and assisting with device lifecycle management.
• Collaborate with IT teams to improve knowledge base articles and user self-service resources.
• Maintain a customer-focused approach by providing clear and professional communication.

ADDITIONAL RESPONSIBILITIES

Performs other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience

IT Service Management (ITSM)  

Resolving technical issues, managing service requests, and improving IT support efficiency

Skills and Abilities

• Demonstrates analytical skills    
• Strong analytical skills and the ability interpret business requirements to technical solutions       
• Strong verbal and written communication skills
• Skilled at building cross-functional relationships across organizations
• Ability to analyze and solve problems
• Capable of multi-tasking, highly organized, with excellent time management skills         
• Ability to respond to changing priorities and needs

Knowledge

• Microsoft Office (Excel, Access, Word, Visio)
• Report development
• ServiceNow
• Endpoint Solutions
• General knowledge of ITSM processes and procedures

EDUCATION

H.S. diploma/GED - High School Diploma or equivalent   required

Actively pursuing Bachelor’s or Master’s degree in Computer Science, Information Systems or Computer Engineering. Business majors with minors in technical disciplines also considered.

Job Category

Compensation Information:

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:

Pay Type:

Minimum Pay Range:

Maximum Pay Range:

Benefits Information:

For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Security Notice for Applicants:

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire.  During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers.

Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at careers@ryder.com or 800-793-3754.

Current Employees:

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