Job Overview:
We are seeking a motivated and tech-savvy IT Intern to join our dynamic IT team! This internship offers an excellent opportunity to gain hands-on experience in various aspects of information technology within a professional setting. The IT Intern will assist in maintaining and improving customers’ IT systems and infrastructure while acquiring valuable skills for a career in IT. The candidate's main responsibilities will include answering inbound support calls, creating tickets, and provisioning hardware.
This position reports directly to the Service Desk Manager.
Responsibilities:
Level 1 Service Desk
Answer inbound calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs.
Provide technical support to end-users, including troubleshooting and resolving hardware, software, and network issues.
Perform routine IT administrative tasks, such as updating software, managing backups, and monitoring system performance.
Collaborate with team members to identify and implement improvements in IT processes and systems.
Support the IT team in various projects, including system upgrades, network management, and cybersecurity initiatives.
Interact with customers, always maintaining a high level of professionalism.
Hardware Provisioning
Assist in the installation, configuration, and maintenance of hardware and software.
Manage the inventory of IT equipment, ensuring proper asset tracking and management.
Visit customer locations to set up hardware and software systems.
Documentation
Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (Autotask, IT Glue, monday.com)
Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services.
Train with the Service Desk Analyst team to improve skills and knowledge. Work with them on more complex issues as time allows.
Required Skills & Qualifications:
Currently pursuing a degree in Information Technology, Computer Science, or a related field.
Basic understanding of computer hardware, software, and networking concepts.
Proficiency in Microsoft Office Suite and familiarity with operating systems such as Windows and MacOS.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Detail-oriented with a strong commitment to accuracy and quality Proficiency in Microsoft Office Suite and Microsoft Teams.
General knowledge of network devices (switches, firewalls, etc.)
Strong written and verbal communication skills; empathetic customer service approach.
Excellent organizational, time management, and multitasking capabilities.
Valid driver’s license with a clean driving record.
Preferred Qualifications:
Available to consistently work up to 25 hours a week, particularly Mondays.
Knowledge of cybersecurity principles and best practices.
Familiarity with cloud services such as AWS, Azure, or Google Cloud.
Understanding of database management systems.
Estimated Usage of Time:
70% - Answering calls/emails and working alongside the team to resolve any issues that arise (~18 hours/week)
20% - Hardware provisioning (~5 hours/week)
10% - Knowledge Base Documentation (~2 hours/week)
Benefits:
Gain practical experience in a professional IT environment.
Mentorship and training from experienced IT professionals.
Opportunity to work on impactful IT projects.
Networking opportunities within the industry.
Potential for future employment opportunities.