Service Experience Technician Intern
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Job Description
About Armstrong World Industries
Armstrong World Industries (AWI) is a leading manufacturer of innovative ceiling, wall, and suspension system solutions for both commercial and residential spaces. With over $1B in revenue and a network of 15 manufacturing facilities across North America, AWI employs approximately 2,800 people.
The company has a strong history of over 150 years, built on trust and integrity. AWI is dedicated to creating interior solutions that enhance comfort, improve building efficiency, and deliver beautiful spaces.
AWI is committed to sustainable practices and developing innovative solutions that positively impact the environments and communities they serve. Their sustainability mission, “Bringing our Purpose to Life,” focuses on:
• Engaging a diverse, purpose-driven workforce
• Transforming buildings to be more sustainable and serve the well-being of people and planet
• Pursuing sustainable solutions for various spaces
• Acting as a catalyst for positive change with stakeholders
• Making a positive difference in impacted environments and communities
Service Experience Technician Internship
This internship opportunity is located at the corporate campus in Lancaster, PA and is supervised by an experienced IT service manager. The team of IT professionals are committed to providing exceptional service and leadership, while also developing future IT leaders.
As a Service Experience Technician Intern, you will gain a breadth of knowledge across all aspects of IT and business functions, providing IT support to the organization.
What You’ll Be Doing:
• Provide Concierge-level Service: Resolve customer IT issues and requests with a high level of service.
• Apply Diagnostic Utilities: Utilize diagnostic tools for analysis and troubleshooting.
• Identify and Learn: Gain knowledge of software and hardware used and supported by the company.
• Conduct Research: Investigate a wide range of computing issues.
• Perform Analysis: Identify trends and patterns in IT issues.
• Prioritize and Execute: Manage tasks with urgency and efficiency.
• Collaborate with Team: Deliver IT training and support with colleagues.
• Build Relationships: Foster strong connections with customers throughout the organization.
• Document Systems and Processes: Create and maintain documentation for IT systems and procedures.
• Support IT Process Improvement Efforts: Contribute to ongoing process improvements.
• Participate in IT Projects: Engage in project work within the IT department.
• Demonstrate Leadership Skills: Work independently and take initiative.
What Will Make You Successful:
• Concierge-Level Service: Ability to provide exceptional customer service.
• Fluent in English: Strong verbal and written communication skills.
• High Energy & Hunger for Knowledge: Passion for learning and taking on challenges.
• Excellent Attention to Detail: Meticulousness in completing tasks.
• Ability to Multitask: Efficiently manage multiple responsibilities in a fast-paced environment.
• Good Team Player: Strong interpersonal skills and ability to work effectively with others.
Qualifications:
• High School Diploma or Equivalent
• Proficiency with Computer Software: Including Microsoft Windows applications.
• Ability to Work 40-Hour Work Week: Commitment to working a full-time schedule during the 10-week internship (May-August).
What Makes You Stand Out:
• Exceptional Customer Service Skills: Demonstrated ability to provide outstanding service.
• Excellent Interpersonal Skills: Strong communication and relationship-building abilities.
• Call Center Experience: Prior experience in a customer service or call center environment.
• IT Support Desk Experience: Knowledge of providing IT support.
• Experience within the Computer Science Field: Background in computer science or related fields.
• Knowledge of Software and Technology: Familiarity with various software and technology solutions.
