Internship- End User Services (NE)

Come join an exciting, high growth company where you will provide hands-on, technical and customer-facing support while delivering first-rate customer service across the Tricentis organization! If you are a team-oriented, support-minded individual with a interest in growing a strong technical background, then interning as an IT on-site support specialist position at Tricentis might be perfect for you. In this Intern role, you will be a resident problem-solver, providing front-line, in-person and remote support for Tricentis internal employees. You will have the opportunity to learn skills and gain expertise to identify and troubleshoot issues, investigate root causes, partake in process creation, and provide solutions to IT-related issues. Come be an intern for the Global End User Support team!   Note that all interns are expected to work a hybrid, in-office and remote schedule with 3 days a week being onsite at our Austin office and must be available for the duration of the program.

Job Description
The Intern - IT User Support Specialist will be part of a global End User Support (EUS) team that provides first-rate customer service while performing ticket-based support to Windows and Mac users. We will be looking to build your troubleshooting and technical skills. EUS Team members document all work through the ITSM ticketing tool (ie. Requests, Incidents, Changes, Asset Management). All EUS team members are required to be detailed-oriented, process-driven and accountable for their areas of responsibility.  EUS Team members operate as the “smart hands” of all IT solutions inside their local Tricentis office and are responsible for engaging the proper IT Teams to ensure the support of said solutions. The Intern – IT User Support Specialist will assist with the management of IT hardware inventory (laptops, monitors, and IT-sanctioned peripherals) through InTune, JAMF and ServiceNow; onboarding and offboarding of Tricentis team members; support of AV solutions and proper ticket documentation/management/ownership.

Essential Requirements
Senior or Junior in college with a focus in Computer Science or IT-related field

Fluent English speaker

Excellent interpersonal skills

Exceptional customer service skills and sense of urgency

Must have demonstrated analytical and problem-solving skills.

Ability to effectively prioritize and execute tasks in a dynamic and demanding environment.

Experience to include:

Knowledge of End-User Support Services in an On-Site End-User/Desktop Support Role
Strong skills in customer service, teamwork, documentation and communication (verbal and written)

Knowledge of the fundamentals of desktop administration

Strong knowledge of Windows and Mac Operating Systems

Strong troubleshooting skills

Understanding of Asset Management concepts (asset deployment, asset retrieval, disposal, inventory management)

Understanding of Network Administration, Active Directory, O365, Vulnerability Patching, IT-Security Tools
Use of InTune and JAMF to Install and configure both hardware and desktop apps/software
Performing analytical and technical tasks on PC systems and MacBooks
Has experience with process development/improvement/installation

Understanding of ITIL fundamentals (incident, request, problem, change)
Ability to lift up-to 40 lbs

Desirable Requirements
·      A+ Certification preferred
·      Jamf experience preferred
·      Intune experience preferred

Tricentis Core Values: 

At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we will achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.

·       Demonstrate Self-Awareness: Own your strengths and limitations.

·       Finish What We Start: Do what we say we are going to do.

·       Move Fast: Create momentum and efficiency.

·       Run Towards Change: Challenge the status quo.

·       Serve Our Customers & Communities: Create a positive experience with each interaction.

·       Solve Problems Together: We win or lose as one team.

·       Think Big & Believe: Set extraordinary goals and believe you can achieve them.

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran.