While working at the University鈥檚 Technology Support Center, I had the opportunity to complete various tasks that helped enhance my understanding of technical support and customer service.
One of my main responsibilities involved handling phone calls at the help desk, where I used my troubleshooting and communication skills to help solve client issues. I also assisted with managing the web help desk, which involved responding to clients and updating tickets to ensure effective communication between the support team and our clients.
During day-to-day operations, I spent time assisting professors with classroom technology issues. These types of tickets usually involved issues with projectors, network connectivity, accounts, and more. I enjoyed going out to work on these issues because it gave me a chance to meet people around the university.
In addition, this work gave me a chance to improve my customer service skills and troubleshooting abilities. During my shifts, I would visit various printers throughout the campuses for servicing and troubleshooting. This hands-on experience gave me a chance to diagnose issues on my own and become familiar with these different pieces of hardware.
Later in my internship experience, I became qualified to train other student technicians. Guiding the new trainees through the training curriculum helped reinforce my own knowledge and boost team morale by working together efficiently to solve issues. Additionally, I assisted with managerial duties, which helped me strengthen my leadership and communication skills. These duties also gave me the opportunity to witness the information technology department’s inner workings.
Overall, my internship experience was fascinating and rewarding. It was a terrific opportunity for me to gain hands-on experience and work in customer service. Being a part of the Office of Information Technology team and making contributions to the university鈥檚 support services was both enjoyable and gratifying. Now that this experience is nearing completion, I am more prepared and excited for the start of my career in Cybersecurity.