Company Overview
Keystone Advisors is a full-service marketing company aligned with Top Health Insurance Carriers to provide our partners and clients a broad and competitive portfolio of Insurance Options. We have over 20 years of experience in Insurance marketing while serving our local communities with Medicare, Individual, Group Health, Life, and Annuity products. Our core values are Customer service, integrity, compassion, tenacity, and collaboration.
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Job Summary**
The IT Help Desk/Technical Writing Intern will assist the IT department by responding to help desk tickets, troubleshooting technical issues, and creating technical documentation. This position will provide valuable support in software and hardware installations, help optimize internal processes, and contribute to enhancing the overall user experience. The intern will gain hands-on experience in IT support and technical writing, working closely with cross-functional teams to ensure efficient operations and clear, user-friendly documentation.
Primary Responsibilities - Hardware & IT Support (75%)
Assist with IT Help Desk Tickets: Respond to IT help desk tickets by troubleshooting hardware and software issues, ensuring quick and effective resolutions.
Documentation: Create and update technical documentation, including user guides, FAQs, and standard operating procedures (SOPs), to ensure users can easily access solutions and best practices.
IT Support: Support IT staff in the installation, configuration, and troubleshooting of software and hardware systems. This may include setting up new equipment or diagnosing issues with existing systems.
Process Improvement: Research IT best practices and contribute to the optimization of internal IT processes to increase efficiency and reduce technical downtime.
Cross-functional Collaboration: Work with cross-functional teams to gather information and enhance the quality of IT documentation, ensuring that it aligns with user needs and technical requirements.
Organize IT Resources: Maintain an organized database of IT resources and documentation, ensuring all IT support materials are up to date and easily accessible. **
Secondary Responsibilities - IT Support & Training (25%)**
Provide Training Support: Assist with onboarding new employees on IT systems, tools, and software, helping them navigate essential systems and IT resources.
Assist with Internal Training Programs: Participate in and support internal training sessions aimed at improving IT literacy within the company.
Backup IT Support: Provide backup assistance during busy times or when other team members are unavailable, ensuring smooth operations in the IT department.
User Education: Offer user training on common IT issues, tools, and platforms, empowering employees to resolve simple problems independently.
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Required Skills & Qualifications**
Analytical & Problem-Solving Skills: Strong ability to analyze issues and develop solutions quickly and efficiently, especially under pressure.
Written and Verbal Communication: Clear and effective communication skills for creating documentation and resolving issues with end-users.
IT Knowledge: Basic understanding of IT hardware, software, and networking principles. Familiarity with common operating systems (Windows, macOS) and troubleshooting tools.
Documentation Tools: Familiarity with documentation tools such as Confluence, Wiki, or Markdown editors to create, update, and manage technical documentation.
Team Collaboration & Independence: Ability to work independently when required, while also being an effective collaborator within a team environment.
Technical Writing & Help Desk Skills: Ability to write technical documents clearly and concisely. Experience with help desk ticketing systems is a plus. **
Technical Skills (Secondary)**
Help Desk Systems: Familiarity with help desk ticketing systems, such as ServiceNow, Zendesk, or similar platforms, for tracking and resolving user-reported issues.
Office Tools: Experience using tools like Microsoft Office, Google Docs, or similar productivity software for documentation, data management, and communication.
Basic IT Troubleshooting: Knowledge of basic hardware troubleshooting, including desktop, laptop, printers, and network equipment, is an asset. **
Education & Experience**
Education: Currently enrolled in or recently graduated from a degree program in Information Technology, Computer Science, Technical Writing, or a related field.
Experience: Previous experience in IT support, technical writing, or related internships is preferred but not required.
Certifications (Preferred): Certifications such as CompTIA IT Fundamentals, Google IT Support, or Microsoft Certified: Windows Fundamentals would be advantageous but are not mandatory. **
Additional Skills**
Attention to Detail: Strong attention to detail when troubleshooting and documenting solutions, ensuring accuracy in both written and technical tasks.
Adaptability & Eagerness to Learn: Willingness and ability to quickly learn new tools, technologies, and processes to contribute to team success.
Customer Service: An understanding of the importance of customer service, particularly in an IT help desk setting, and the ability to handle user issues with empathy and professionalism.
Time Management: Excellent time-management skills with the ability to prioritize tasks and manage multiple responsibilities effectively.