Part time Helpdesk Analyst Intern

12 Nov 2024

Vacancy expired!

Meridian Knowledge Solutions, LLC, a Visionary Integration Professionals subsidiary, is the leading provider of enterprise, web-based learning management software. Meridian's powerful yet easy-to-use solutions are leveraged by organizations dedicated to building world-class learning enterprises inspired and focused on delivering exceptional results. Meridian's software is being used by some of the world's largest, most successful organizations, including Fortune 500 companies and government agencies. The company is headquartered in Reston, VA. For additional information about Meridian Knowledge Solutions, visit www.meridianks.com.

Meridian is seeking a Helpdesk Analyst Intern to help support our team. This role is part time and will be remote. 25 hours/week.

The Helpdesk Analyst Intern will be responsible for administrative support and assisting in basic troubleshooting of Meridian's Learning Management System.

Responsibilities:
  • Serves as primary point of contact for client inquiries and product assistance requests
  • Provides research and analysis to clients, investigates reported issues, troubleshoots and resolves basic issues
  • Documents and tracks the progress of each request while providing excellent client management, responsive follow through and communication between the client and the organization
  • Prioritizes issues based on severity and manages the resolution of all issues within accepted maintenance agreements
  • Determines different point of escalation of functional/technical request (to different teams) to resolve client issues as applicable
  • Exemplifies principles of ownership and accountability and drives tasks to issue closure by leveraging individual knowledge, team resources, documentation, and other available resources
  • Strong communication (written and verbal) to internal teammates and external customers Commitment to providing exemplary customer experience and satisfaction
  • Generates weekly status updates with analysis on the support tasks and provides insight and recommendations for improvements
  • Collaborates extensively with peers, members of the project team, and developers to resolve client issues while improving the effectiveness of the team and the information available to our clients
  • Performs special projects and other duties as assigned
  • Assists with the development and maintenance of the customer related documentation and reporting
Requirements:
  • 1-3 years of experience in a customer facing role
  • Ability to think about a problem from a variety of perspectives and develop different approaches to solving it
  • Demonstrate the ability to research and resolve problems using a variety of resources and tools
  • Ability to clearly and effectively present information and respond to questions from groups within and also outside the company
  • Excellent communication skills, verbal and written
Desirable Qualifications:
  • 1-3 years of experience in a customer facing role for an enterprise software company
  • Ticketing systems experience
  • Ability to dig down into the details and configure systems
  • Conceptual understanding of product workflows. You understand the interactions between the various features, how they might work in concert together and how you might need to go to different areas of the product to try to resolve a problem
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
This position is covered by Executive Order 14042. Please take this into consideration when applying.

  • ID: #22602864
  • State: Virginia Reston 20190 Reston USA
  • City: Reston
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2021-11-12
  • Deadline: 2022-01-10
  • Category: Et cetera