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End User Services Intern - 90072 (Multiple) (ID: 106220) for Spring 2018


Office of Information Technology Services

49 4th Street, Room 212
Troy , NY 12180

Division/Unit: Chief Operations Office


Web Site: http://www.its.ny.gov(New Window)


Proposal Information


Use Service Now to track incidents and Service Requests from end users from various agencies across New York State.

Evaluate reported problems and attempt to resolve or determine if it should be referred to a higher level resolver group.

Provide support for all Microsoft Office products. This includes Word, PowerPoint, Excel, Access, Visio and Outlook.

Create and manage access to shared mailboxes, distribution lists and mail resources.

Use remote control tools, including Microsoft Skype for Business, SCCM Lite and WebEx to troubleshoot customer issues.

Interact on daily call from Dispatch Managers to determine which tickets need to be escalated and provide feedback to the managers of the assigned resolver groups.



Clear and effective communication skills

Basic computer troubleshooting skills

Knowledge of Microsoft products

Customer Service skills

Willingness to learn


Internship Areas: Communications/Public Relations, Information Technology, Planning/Analysis/Research, Public Policy

Logistical Information

Payment? Paid

Number of Hours: 20 - 30

Location: Rensselaer

Number of Interns Needed: 3

Desired Candidate Profile

Preferred Standing Sophomore

Minimum Standing: Sophomore

Degree Concentrations: Business Administration, Communication Studies, Hospitality Services, Human Services, Information Technology, Liberal Arts, Mathematics, Public Administration