Help Desk Intern

About STIHL Inc:

We are more than just chainsaws, blowers, and trimmers. We have a long-standing tradition of hiring diverse, talented people who help make STIHL a successful, world-class brand. Since revolutionizing the forestry industry in Germany with the first electric chainsaw in 1926, the STIHL name has remained synonymous with outstanding innovation, high-quality products, and comprehensive services.

Internship Summary:

Be a part of an innovative team and culture....

Imagine working side-by-side with industry leaders in your field of study. Imagine building upon the skills you've learned in the classroom through real-world hands-on experience. 

This Internship will teach students to provide technical support to users in an efficient, polite, accurate manner.  Considered as STIHL’s advanced front liner, this intern will learn to solve moderate to advanced complex technical problems and provide support for all assigned areas.  The goal is to make sure that customer value is maintained to the standards set forth by STIHL.  They will learn to provide technical support for desktop computers, notebooks, peripheral devices, Android, Apple mobile devices, companywide Audio/Video systems and associated software, as well as cellular and desktop telephones. Also, participating in the following projects, Window 11 migration, Microsoft Teams implementation, new branch and warehouse hardware builds, and any other project that has not been announced. 

Typical Day to Day Duties as follows:
• Provide first, second and third level contact and convey resolutions to customer issues.  Respond to help desk tickets, telephone calls and e-mail requests for technical assistance.
• Properly escalate unresolved queries to the next level of support.  Ensure established Service Level Agreements are achieved.  Answer phones and user emails as needed by volume.
• Utilize call tracking management system to track and escalate technical or functional issues according to procedures.  Track, route and redirect problems to correct resources.  Create intermediate to advanced computer scripts.  Troubleshoot intermediate to advanced audio video issues.
• Utilize the Software Management Application to create software packages, troubleshoot compliance issues for our end users’ computers.  Install desktop computers, notebooks, workstations, and peripheral equipment, as well as the required standard software.
• Ability to coordinate small to medium size projects locally and with STIHL DE for new and upgrading computer systems/software.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Identify, document, research, track and resolve technical problems in accordance with established service level agreements.  Ensure proper recording, documentation, and closure.
• Recommend procedure modifications or improvements.
• Maintain currency with respect to technical skills by attending training classes and seminars as needed.

Internship Goals:

• Exposure to real-world IT scenarios will provide priceless experience for professional growth.      
• Exposure to several IS systems to manage users and computer accounts.
• Exposure to a great team environment that will support hundreds of customers.

Internship Requirements:

Academic Year: Sophomore, Junior or Senior

Area of Study: Computer Science

Preferred GPA: 3.5+

Software Experience: Office 365, SharePoint, Windows Operating Systems

Internship Information:

Work Hours: 8:30am-5:00pm

Department: Information Services

Compensation: $20/hour