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IT Help Desk / Service Desk Intern

Quick Facts

Southlake, Texas ID# 2019-23096 Temporary Full-Time Support Level

Role:

The purpose of this position is to answer incoming calls from TD Ameritrade associates requesting incident resolution assistance or information regarding access to, or operation of TD Ameritrade technology solutions. The primary objective of this position is to provide first tier technical support for multiple product offerings to internal associates via internal call queue.

 

This is a 1-2 year internship opportunity for a current college student.

 

Position Description/Characteristics

The Service Desk Analyst Intern will learn to identify and solve simple to complex technical product issues of low to medium severity regarding access to, or operation of technology solutions. The strengths of the Service Desk tecnicians are their ability to provide excellent customer service to all TDAmeritrade associates while educating, analyzing and resolving incidents for all TD Ameritrade associates. They also must have the ability to determine when and where complex issue should be escalated if a resolution by the Service Desk analyst is not possible.

Responsibilities:

  • Provide first tier technical support for multiple product offerings to internal associates via internal call queue.
  • Provide quality customer service when interacting with all associates.
  • Identify and handle challenging issues that may require escalation based on internal protocol or issues that are of a sensitive/confidential nature.
  • Create incident cases to track reported issues with consistency, accuracy, and attention to detail.  
  • Monitor department work item console for work objects; process or forward to appropriate technology groups as required, following applicable approval policies.
  • Achieve and maintain various individual performance targets associated with Service Level Management for the Department.
  • Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches.
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to associates.
  • Participate in team projects that enhance the quality or efficiency of the Service Desk.
  • Assist in special project related issues as needed.

Requirements:

  • Must be a current college student in pursuit of a 4 year degree, preferably in technology or math
  • Thorough understanding of Windows XP/ Win7 desktop OS.
  • Thorough understanding of MS Office
  • Thorough understanding of electronic mail systems.
  • Thorough understanding of Remote Access solutions and protocols.
  • Thorough understanding of software products including Windows Active Directory, Microsoft Office Suite, and TD Ameritrade-proprietary applications.
  • Strong knowledge of PC components and peripheral equipment, their functionality and typical behavior.
  • Strong troubleshooting capabilities evidenced by organized, analytical thinking.
  • Good knowledge of Service Desk policies and procedures.
  • Basic knowledge of Remedy Incident Management, Change Management and Service Request Management  applications; their associated workflows, approval processes and any custom in-house workflow specifics that may apply.
  • Good communications skills, both verbal and written.
  • Good interpersonal and teamwork skills, to facilitate interactions with Service Desk personnel, business customers, members of other Thinktech organizational areas.
  • ITIL certification a plus
  • Technology certifications a plus (i.e. MCP, A+, etc.)

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About TD Ameritrade.

A leader in brokerage and investment services for over 35 years, TD Ameritrade offers a full spectrum of powerful solutions and innovative tools for trading and investing. We're constantly expanding our knowledge and bolstering our capabilities, from a leading active trader program to intuitive long-term investment solutions and a national branch system. Combined with some of the industry's brightest minds, there's no limit to how big our accomplishments can be.

From first-time investors to sophisticated traders, TD Ameritrade is focused on helping individuals seek out their financial goals. And you're the ambassador to all that we do. Beginning with our trading platform and proprietary technology to our resolve to outperform, you'll maintain the high level of quality and integrity we're known for, each and every day. With the right opportunity, there's no limit to what you can accomplish.

As a leading employer in financial services, we believe in building strong relationships, achieving quality results and working with integrity. It's at the heart of everything we do. That's why we provide you with comprehensive training, benefits and programs that inspire you to achieve more every day. Apply to a TD Ameritrade job today and help our clients pursue their dreams, while you fulfill yours.

Applicants must be eligible to work in the U.S. Immigration sponsorship is typically not available for this position.

TD Ameritrade participates in the E-Verify program. For additional information on this program please click here. TD Ameritrade is an Equal Opportunity Employer. We value diversity and offer a quality workplace. TD Ameritrade, Inc. member FINRA/SIPC/NFA is a subsidiary of TD Ameritrade Holding Corporation (NASDAQ:AMTD). TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company and the Toronto-Dominion Bank.

© 2019 TD Ameritrade IP Company, Inc.

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All about growth.

By virtue of what we do, our world is filled with numbers. Here are just a few that we believe best describe TD Ameritrade at its finest.

  • 10,000 Full-time
    Employees

    Graphic 2 people
  • 350+Branches
    in 49 States

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  • 18,380 Hours Volunteered to
    Community Programs in 2017

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