IT Service Desk Intern

Essential Duties and Responsibilities:

• Assist the IT Service Desk team in providing first-level technical support to internal users in the corporate office and branch locations across the U.S.
• Learn to respond to help requests received through the ticketing system, by phone, or in person.
• Assist with setup, configuration, and deployment of new computers, peripherals, and other equipment.
• Support end users with basic troubleshooting of hardware, software, and network connectivity issues.
• Help maintain IT inventory, including hardware and software tracking and stock replenishment.
• Assist in creating and updating knowledge base articles and user guides.
• Participate in IT projects and rollouts as assigned, gaining exposure to real-world IT operations.
• Provide excellent customer service while learning effective communication and problem-solving techniques.
• Maintain confidentiality and follow IT security guidelines and best practices.
• Perform other duties as assigned by the Service Desk Manager or senior IT staff.

Competencies:
To perform the internship successfully, an individual should demonstrate the following:

• Continuous Learning – Demonstrates eagerness to learn new technologies and IT processes. Seeks feedback and applies it to improve performance.
• Customer Service – Displays professionalism and courtesy. Responds promptly to user needs and follows up to ensure satisfaction.
• Problem Solving – Thinks critically to identify simple solutions. Escalates more complex issues appropriately.
• Teamwork – Works well within a team environment. Shares knowledge, asks questions, and supports others.
• Use of Technology – Shows interest in technology and a willingness to learn new systems and tools.

Education and/or Experience:

• Currently pursuing an Associate or Bachelor’s degree in information technology, Computer Science, or a related field.
• Previous internship, coursework, or personal experience in IT support or troubleshooting preferred but not required.
• CompTIA A+ or similar certification coursework in progress is a plus.

Physical Demands:

• Must be able to remain in a stationary position for extended periods.
• Occasionally move about the office to access equipment, files, and supplies.
• Operate a computer and other standard office equipment regularly.
• May occasionally lift up to 25 pounds.

Work Environment:

• Office environment.
• Occasional travel may be required.

This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.