BDO USA, LLP Desktop Support Intern in Grand Rapids, Michigan
Job Summary BDO s Core Purpose is Helping People Thrive Every Day. Our Core Values reflect how we manage our work, our relationships and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally.The Desktop Support Intern role is responsible for delivering quality customer service to Firm customers, Partners and professionals by providing a dedicated call center service for requests and incidents by phone, ticketing and messaging systems. Assesses nature of customer s problem or request; provides basic troubleshooting; reviews technical documentation and knowledge base for documented solutions; and either resolves the issue or escalates to next level in the support chain. Operates under close supervision and reports to the Service Desk Desktop Support Senior Manager. An alternative work schedule is required. In this role, the Desktop Support Intern role is charged with participation in the Incident Management process and is required to maintain basic level knowledge of current systems and hardware to ensure correct and consistent application of firm-wide policies and procedures. Qualifications Education:- High school diploma/GED required- Enrolled in an Associates, Bachelors or Masters program in Computer Science or other relevant field of study requiredExperience:- Technical Support or Customer Service Industry experience preferredLicense/Certifications:- Microsoft Certified Professional preferred. (MCP)- Microsoft Certified Desktop Support Technician preferred. (MCDST)- Evidence of completion of course for Microsoft Office 2007 or greater preferred- Microsoft Certified IT Professional preferred. (MCITP)- Laptop/Desktop hardware technician certification preferredSoftware:Experience with the following software packages is preferred: Microsoft Windows 7 or current Operating System Microsoft Office Suite 2007 or higher, Microsoft Groove, Microsoft Outlook 2007 or higher Adobe Acrobat Standard Cisco VPN Wireless SoftwareOther Knowledge, Skills Abilities:- Excellent interpersonal and customer relationship skills- Strong problem-solving and technical troubleshooting skills- Ability to learn quickly in an ever-changing environment- Capable of working well under pressure while dealing with unexpected problems in a professional manner- Strong oral and written communication skills, including the ability to communicate and interact with all levels of employees and management.- Capable of successfully multi-tasking while working independently or within a group environment- Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and proceduresBDO USA, LLP is an EO employer M/F/Veteran/Disability Employer's Job# 10754BRPlease visit job URL for more information about this opening and to view EOE statement.