Heritage Pool Supply Group Mckinney , TX 75071
Posted 2 months ago
The SRS Service Desk Analyst Intern works as an integral part of the Information Services Team to provide outstanding customer service and support for all users in Corporate, Branch and remote locations. Service Desk Analyst serves as a line of support and escalation for all technical issues submitted to the Service Desk.
Internship Overview:
10-week program: Summer 2024
Full-time 40 hrs/week; M-F schedule
Competitive Hourly Pay
Based at Corporate Headquarters in McKinney, TX
Opportunity to continue working part time during school year
The Service Desk Analyst corporate intern will play an integral role in the current and future success of the organization. Interns will have the opportunity to learn as well as contribute to the department through engaging and interesting work assignments. Internships are an entrance point into a post-graduate, full time opportunity within SRS Distribution.
Duties and Responsibilities:
Provides first tier of service to all users in the Corporate office location, as well as any Branch or remote locations for all divisions
Responds promptly and within determined SLA to work assigned via ITSM tools, email request, chat/text, phone calls, voicemail, and other forms of communication
Ensures all Service Desk work is documented and tracked via ITSM tools per established standards
Follows through on all assigned work in a timely manner to meet/exceed customer expectations and within established SLA
Conducts Active Directory end user and device maintenance
Effectively troubleshoots and triages customer hardware and software issues (and escalates in accordance with established processes and procedures when required)
Provides face to face customer service via a Tech Lounge at the corporate office
Follows established standards for deployment of hardware and software
Supports audio, visual, multi-media technology, and video conferencing environments
Maintain an understanding of current and new technology.
Assists with Team Projects and travel (as needed)
Participates in a balanced after-hours On Call rotation and serves as escalation for others during on call rotations
Adheres to established schedule of shift, tasks and work hours as provided by management and company policy
Possesses and exhibits the continual ability to work both independently, with limited oversight if needed, as well as in team and cross functional collaborative settings
Education and Experience:
High-school diploma or general equivalency diploma (GED) with five years related desktop administration experience. Experience with remote offices/users helpful. Excellent written and verbal communication skills.
Key Qualifications:
To perform this job successfully, an individual must have the following minimum skills:
Computer, Appliance and Device Hardware
Computer Software (including but not limited to) Microsoft and Apple/Macintosh
Audio/Visual and conference technologies
Troubleshooting skills and techniques
Mobile software and hardware to include Apple iOS and AndroidOS
Strong people skills and a knack for problem solving
Ability to maintain composure and customer focus while troubleshooting and solving technical issues
Ability to adhere to a schedule of customer appointments
An aptitude for acquiring skills in technical repairs and an eagerness to learn about all products and services
Excellent prioritization skills and an ability to make decisions quickly
Excellent verbal and written communication skills
Success in team environments, demonstrating shared responsibility and accountability with other team members
Flexibility in work hours as Corporate Campus demands could affect hours of operation
In addition, excellent troubleshooting skills are required using various toolsets such as browser search engines, systems administration tools, and scripting and automation tools.
Certificates and Licenses:
Valid driver's license required.
Current Microsoft/CompTIA certifications preferred.
Current ITIL certification preferred
Able to work in our environment:
Indoor Office, Indoor Warehouse, and Outdoor Warehouse (yard) working environment
Occasional long periods of sitting and standing
Long periods of computer phone and technology utilization
Must be able to lift, carry, push or pull up to 25 lbs.
Position requires regular in-person interaction with employees
Travel requirement up to 25%
Job Location:
SRS Distribution
McKinney, TX
SRS Distribution & Heritage believe in hiring military veterans at any level for any position. We know your service trained you in many of the areas we value, such as leadership, teamwork, performance, integrity, and safety. If your experience matches our requirements, we want you to apply today.
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Job Location: SRS Distribution
7440 State Highway 121 McKinney, TX 75070-3104
Equal Opportunity Employer.
Veteran Friendly Employer. Heritage Pool Supply Group believes in hiring military veterans at any level for any position. We know your service trained you in many of the areas we value, such as; leadership, teamwork, performance, integrity, and safety. If your experience matches our requirements, we want you to apply today.
Heritage Pool Supply Group