Overview

The Service Desk Intern will learn directly from our professionals in the Information Technology Department, lending assistance in the department’s day-to-day responsibilities. This internship offers the opportunity to gain hands-on experience working with network, hardware and software support tools and infrastructure, and assisting with projects under the direction of the Retail Technology Services (RTS) group and the Desktop Technology Services (DTS) group.MFA Oil Company is an Equal Opportunity/Drug-Free Employer.

Responsibilities

• Monitor, answer, triage and respond to company-wide IT service desk phone calls, voicemails, tickets, and emails.
• Create, troubleshoot, resolve, and/or escalate incidents and service requests according to documented policies and procedures.
• Direct and escalate 2nd and 3rd tier support requests to appropriate ITS personnel as required
• Provide follow-up calls on all open issues according to follow-up schedule policy
• Provide basic MS Office, Email, User Account, and Printing Issue troubleshooting for both local and remote users
• Answer basic inquiries related to existing ITS department policies and procedures
• Provide status reports to designated ITS management for all projects/activities
• Work with the DTS group team on the PC Lifecycle project
• Learn and gain proficiencies with network, hardware and software support tools and infrastructure
• Interact with employees outside of the IT groups and work on site for set up and customer service
• Participate in and contribute to MFA Oil’s formalized internship program
• Follow posted work schedule and adhere to proper clocking procedures to accurately reflect hours worked
• All MFA Oil employees are expected to know and adhere to company and position specific policies and procedures. While this job description contains the primary duties of the position, employees may be expected to perform other duties as assigned.

Job Requirements

• High school diploma or equivalent required
• A current student or May 2023, majoring in Computer Science, Computer Engineering, MIS, CMS, or related field required
• Moderate proficiency with MS Office Suite to include Microsoft Excel and Word, in addition to PC software systems familiarity
• Ability to accept and embrace accountability and be comfortable working in a strong team
• Initiative to independently perform assigned tasks and meet deadlines
• Ability to articulate thoughts and ideas and effectively communicate ideas in writing
• Knowledge of good workflow principles
• A valid driver’s license is required for travel
• Travel to remote sites or training as needed, not to exceed 25% travel
• Ability to move and position self to move equipment and supplies, including lifting up to 40 pounds
• Ability to speak, read, write, and understand the English language to communicate with customers, coworkers, and supervisors
• Ability to meet company requirements including successful pre-employment drug screening, MVR check and criminal background check
• Legal authorization to work in the United States

Preferred Skills

• Ability to work effectively in standard code editors as well as coding toolsets to develop applications
• Prior customer service experience