[Hiring] IT Helpdesk Internship @Wipfli

Role Description

The HelpDesk Intern supports the day-to-day hardware and technology needs for the firm by taking calls and chats as well as working on tickets, requests, and performing escalations to other teams following process, policy, and knowledge articles to complete the work that supports and enables the firm’s technology operations and needs. This role is designed to provide hands-on experience across the end-to-end HelpDesk operations, processes, and technical analysis. Success in this role means delivering accurate, timely support, maintaining ticket notes and SLA’s, and building a strong foundation in enterprise HelpDesk processes.

• Provide excellent customer service support (both on-site and remote) to Firm associates for basic hardware and software issues in accordance with established IT policy, process, and procedures.
• Record all actions, communications, and resolutions for issues being investigated in appropriate systems.
• Acquire and maintain knowledge of Firm systems and support policies and procedures.
• Review and maintain documentation and knowledge base articles.
• Participate in process improvement initiatives across the HelpDesk and on projects.
• Handle contentious situations and calls with discretion and professionalism.

Qualifications

• Currently pursuing a Bachelor’s degree in Information Technology, Business, or a related field, with at least Junior standing preferred.
• Minimum 3.0 GPA.
• Prior work experience with computer systems or help desk support.
• Strong organizational skills with the ability to plan, prioritize, and manage multiple tasks effectively.
• Ability to work independently and collaboratively in a team environment.
• Demonstrated ability to navigate ambiguity and approach challenges with flexibility and creativity.
• Excellent written, verbal, and presentation skills.
• Proficient in Microsoft Office, Windows OS, and related productivity tools.
• Must be legally authorized to work in the United States on a full-time basis upon hire. The firm will not consider candidates who require current or future employment visa sponsorship (such as H-1B).

Benefits

• Paid sick leave.
• Access to free, confidential counseling through our Employee Assistance Program.