IT Intern

Position Summary

This Desktop Support Intern role provides hands-on, on-site technical support to a regional office under the guidance of the Desktop Support team. The intern will assist with resolving end-user incidents and service requests, imaging and deploying devices, documenting work in the ticketing system, while learning standard IT service management processes and tools.

• Knowledge of Windows operating systems and basic troubleshooting concepts (boot/login issues, printers, connectivity, application basics).
• Comfort using Microsoft 365 applications (Outlook, Teams, Word/Excel/PowerPoint); ability to learn new tools quickly.
• Support endpoint security requirements (encryption, MFA, patching) and handle sensitive data appropriately.
• Good communication and documentation skills; able to write clear ticket notes and follow standard procedures.
• Interest in (or exposure to) audio/visual and conferencing support (Teams Rooms, conference phones, displays) is a plus.
• Ability to troubleshoot common computer issues using job aids/knowledge base articles, research, and guidance from Desktop Support team members.
• Strong interpersonal skills, attention to detail, and the ability to prioritize assigned tasks in a busy support environment.
• Ability to follow established policies, procedures, and security requirements; escalate questions when guidance is needed.
• Time management skills to maintain strong customer service while balancing multiple assigned requests.

Principal Responsibilities

·       Provide first-level support to employees by triaging issues, creating/updating tickets, and documenting steps and outcomes in the support database.

·       Assist with imaging, setup, installation, configuration, and basic troubleshooting of laptops/desktops, peripherals, printers, and approved software.

·       Perform initial analysis of reported issues; escalate appropriately with clear notes, logs, and reproduction steps.

·       Assist with basic network and printing connectivity troubleshooting (wired/wireless access, VPN connectivity checks, printer mapping), following documented procedures.

·       Support the local IT team with office-based tasks, including conference room checks, basic AV setup, and communicating planned maintenance to users as directed.

·       Assist users with approved hardware/software requests by following standard ordering/provisioning processes and coordinating with internal teams as needed.

·       Provide friendly, professional customer service and meet agreed-upon response and documentation expectations for assigned tickets.

·       Assist with device logistics, including receiving, tagging, staging, deploying, and returning equipment, and ensuring required accessories are included.

·       Provide scheduled support coverage for walk-up or overflow requests as assigned by the Desktop Support team.

·       Support inventory control by verifying asset details (serial numbers, tags), updating records, and helping maintain accurate stock and deployment logs.

·       Maintain effective working relationships with team members and customers; communicate clearly, ask questions, and follow established policies and security practices.

Education / Experience Requirements

• High school diploma or GED required. Current enrollment in (or recent graduation from) an Information Systems, Computer Science, or related program preferred.
• 0–2 years of related experience (school, lab, personal projects, or part-time work). Prior customer service experience is a plus.
• Familiarity (coursework or exposure) with some of the following is preferred: Windows 10/11 and/or macOS, Microsoft 365 (Outlook, Teams), basic networking concepts (TCP/IP), VPN concepts, mobile devices, remote support tools, and common PC hardware/printers.

Specialized Skills / Other Requirements

• Strong customer service mindset and professionalism; able to work effectively with users of varying technical skill levels.

Working Conditions / Physical Demands

• Professional office environment
• Move computer hardware systems, sometimes weighing over 50 pounds, i.e., computer processing units, monitors, keyboards, printers, rack-mounted APCs, switches, and routers, to accommodate changing needs of our customers.
• Works in small, cramped areas such as under desks and behind workstations to install and repair computer systems and telecommunications equipment. May also work in manufacturing clean rooms.