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Service Desk Analyst Intern (Spring 2022), Zoro

Location: 

CHICAGO, IL, US, 60603-4013 BUFFALO GROVE, IL, US, 60089-4525

Date:  Jan 12, 2022

Company Summary

Zoro offers millions and millions of products — an endless aisle with everything you need to run your business. We offer fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time and are continuing to do so while aggressively growing our revenue. We are excited to be a part of an award-winning culture — we have been named a Great Place to Work for multiple years in a row, among other local and national accolades. We think Zoro is a pretty amazing place to work and grow, and think you will too! 


Primary Function:
Zoro is offering a paid internship in our End User Computing team for the spring semester of 2022.

 

This is an opportunity that will enable you to gain valuable industry experience and build a foundation in IT Service Management that will prepare you for a career in IT Operations. The start/end dates can be flexible based upon your school schedule.

 

The individual chosen will learn about supporting all areas of IT and business through the process of routing incoming support tickets to the appropriate teams, help maintain Service Desk request forms, and assist with basic connectivity issues and level 1 access requests. An End User Computing Service Desk Intern becomes a part of the Zoro family and is fully embraced by the team on Day One. The intern should expect to not only contribute to work that actually matters but that is critical to the strategic direction of the company.

 

Duties and Responsibilities

  • Act as the first point of contact for staff regarding IT issues and requests
  • Monitor our ticketing system queue during scheduled times for incoming incidents/requests
  • Troubleshoot basic connectivity issues
  • Escalate issues requiring additional support to the appropriate IT teams
  • Maintain a high degree of customer service for all support requests and adhere to Zoro IT’s service management principles and SLAs
  • Approve and update user access requests via group memberships and system consoles
  • Manage time effectively between handling tickets and requests, and monitoring the ITSM tool

 

Qualifications:

  • Knowledge of IT Service Management (ITSM) principles and ITIL frameworks
  • Strong communication, organizational, and analytical skills
  • A willingness to ask for help and the ability to communicate what you need to do your best work
  • Ability to lift and transport moderately heavy objects (50 lbs), such as computers and peripherals

 

Zoro Values and Inclusive Culture:  
We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective. 

 

Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued. Zoro aims to empower all employees to learn about, raise awareness, and promote diversity and inclusion through all of our workplace interactions.

 

We recognize the courage and effort it takes to apply for your next opportunity. We also recognize that there is rarely such thing as a perfect candidate. Even if you do not meet every qualification, we still encourage you to apply -- we do not want to miss out on meeting the next person who could emerge as a key contributor to our business and culture.

 

Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.