IT Intern

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 drivers 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.