IT Intern

Position Summary:

The IT Help Desk Intern will provide first-level technical support to end users by assisting with hardware, software, and basic network-related issues. This position offers hands-on experience in an enterprise IT environment while developing troubleshooting, customer service, and technical support skills.

The intern will work closely with the IT team to support employees through the help desk ticketing system, perform desktop and laptop deployments, troubleshoot Microsoft Office applications, and assist with daily IT operations.

Key Responsibilities:

• Respond to and resolve Level 1 help desk tickets in a timely and professional manner.
• Provide technical support via phone, email, remote assistance, and in-person support.
• Diagnose and troubleshoot desktop and laptop hardware issues.
• Configure, image, deploy, and set up new desktop and laptop computers.
• Install and configure Windows operating systems and standard business applications.
• Troubleshoot Microsoft Office and Microsoft 365 application issues.
• Assist users with password resets, account access, printer connectivity, and peripheral devices.
• Replace or upgrade computer components such as memory, hard drives/SSDs, docking stations, monitors, keyboards, and mice.
• Perform software installations, updates, and system patches.
• Document support activities and resolutions within the IT ticketing system.
• Escalate complex technical issues to senior IT staff when appropriate.
• Maintain inventory of IT assets including laptops, desktops, monitors, and accessories.
• Assist with workstation moves, equipment deployments, and office setup projects.
• Support basic network connectivity troubleshooting including wired and wireless connections.
• Follow company IT security policies and best practices.
• Participate in IT projects and other duties as assigned.

Skills & Knowledge Required:

• Basic understanding of Windows 10/11 operating systems.
• Familiarity with Microsoft Office and Microsoft 365 applications.
• Basic knowledge of computer hardware components.
• Strong customer service and communication skills.
• Ability to troubleshoot problems using logical thinking.
• Willingness to learn new technologies.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

Skills & Knowledge Preferred:

• Experience building or repairing PCs.
• Familiarity with Active Directory or Microsoft Entra ID.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience with ticketing systems (ServiceNow, Jira, Freshservice, Zendesk, ManageEngine, etc.).
• Familiarity with remote support tools.
• CompTIA A+ certification (completed or in progress) is a plus

Education & Experience Required:

• Currently pursuing an Associate's or Bachelor's degree in: 
  • Information Technology
  • Computer Science
  • Computer Information Systems
  • Cybersecurity
  • Related technical field
• Previous experience:
  •  working with Desktop & Laptop hardware
  • Printer Troubleshooting
  • Software installation & configuration
  • working with remote desktop support tools
  • Basic PC imaging & deployment

Learning Opportunities in this internship:

During the internship, the candidate will gain practical experience with:

• Enterprise IT support operations
• Help desk ticket management
• PC imaging and deployment
• Hardware diagnostics and repair
• Microsoft 365 administration
• Active Directory user management
• IT asset management
• Basic networking
• IT security best practices
• Professional customer support in a corporate environment

Physical Requirements:

• Ability to lift and move computer equipment up to 40 pounds.
• Ability to crawl under desks and connect computer equipment when necessary.
• Ability to spend extended periods sitting, standing, and working at a computer.
• Ability to wear required PPE where required in the facility (i.e., Safety  glasses, ear plugs, etc.)
• Ability to work in a manufacturing environment with moving mechanical parts and fluctuating temperatures in some areas of the facility
• Ability to climb stairs to access conference rooms for meetings