Associate Support Analyst Intern

Berkley Technology Services (BTS)

Berkley Technology Services (BTS), a member company of W. R. Berkley Corporation, has facilities located in Des Moines, Iowa and Wilmington, Delaware, and global reach into UK/Europe, Latin America, and Asia Pacific region. BTS provides results-driven software applications, system connectivity, and world-class operational support across the enterprise. Offering an entrepreneurial and innovative culture, we encourage team members to think outside the box to deliver high-quality solutions. Additionally, we provide a competitive compensation and benefits package including a casual dress code and flexible work arrangements. BTS is constantly growing and expanding to meet the changing demands of one of the most successful insurance organizations in the world. Visit us at www.berkley-bts.com to learn more about BTS and the career opportunities we have available!

The Company is an equal employment opportunity employer.

The Associate Support Analyst Intern on Berkley Technology Services’ Experience and Support (BEST) team will work in a dynamic technical environment, serving as a first point of contact for end-users and supporting a wide range of technologies and technical issues.

• Manage end-user support requests that encompass a range of technical needs received via support tickets or calls
• Take ownership of assigned support requests, providing frequent and updated feedback to end-users from initial triage through final resolution
• Escalate to, collaborate with, and learn from engineering teams spanning desktop engineering, server support, collaboration technologies, networking, information security, telephony support, and database administration
• Support end-users with connectivity and remote access/home set-up requests, new PC setups, software, hardware, telephony, VPN, and mobile device/tablet support needs
• Apply strong customer service skills to ensure end-users feel supported from start to finish while resolving challenging technical problems
• Play a key role in projects such as desktop refresh programs, technology upgrades, and process improvement initiatives
• Bring forward ideas for automation and technical support enhancements

Qualifications:

• Some college or university coursework in an Information Technology discipline preferred; an equivalent combination of education and work experience will suffice
• Working knowledge of and/or interest in learning Windows 7/10, Microsoft Office Suite and/or O365, VPN, Citrix, Virtual Desktop Infrastructure (VDI), network monitoring, and/or remote tools
• Previous exposure to or experience with IT Service Management/Ticketing tools, with a strong preference for ServiceNow
• Some exposure to or experience with Microsoft Exchange and Active Directory administration preferred
• Self-motivated achiever who gains satisfaction from providing excellent customer service

Education Requirement

• Some college or university coursework in an Information Technology discipline preferred, or an equivalent combination of education and work experience