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IT Support Intern


LOCATION: In Office
JOB TYPE: Part Time/Seasonal
DEPARTMENT: Service and Support
REPORTS TO: Service Manager

General Summary:

The IT Support Intern provides entry-level technical and administrative support within the Service Desk. This role is designed for learning and development, offering exposure to client support, ticket documentation, troubleshooting workflows, and professional IT service operations under the guidance of senior technicians.

This is a structured, rolling three (3) month internship program designed to provide hands-on exposure to help desk operations and professional IT service delivery. Continuation beyond the initial term may be considered based on performance and business needs.

Position Responsibilities:

  • Complete all assigned training courses, reading materials or e-courses as required.
  • Answer incoming support calls professionally and log requests accurately into the ticketing system.
  • Shadow senior technicians during troubleshooting sessions and client interactions to gain real-world experience.

· Ensure new support tickets are triaged per internal SLO.

· Create, review and follow technical documentation.

  • Assist with troubleshooting issues and provide technical support.

· Attend and actively participate in team meetings.

· Enter end-of-day time entry and submit time sheets regularly and accurately.

· Other duties as assigned; nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time;

· This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

Knowledge, Skills, and Abilities:

  • Knowledge of Microsoft Office suites
  • Able to effectively use computing devices and peripherals including PCs, laptops, Mobile Devices, and Printers
  • Familiar with software installation and Microsoft Windows workstations updates
  • Familiar with network topologies and technologies
  • Basic understanding of computer security measures and authentication methods

· Basic exposure to networking concepts, servers, and Microsoft environments (academic or lab experience acceptable).

· Uphold interpersonal skills: telephone etiquette, verbal and written communication, active listening and customer-care.

· Strong verbal and written communication

· Minimum typing speed of 40+ WPM with strong accuracy for real-time ticket documentation

· Excellent analytical and problem-solving skills

· Adaptable to changes and ability to multi-task and take directions.

· Ability and eagerness to learn from Leadership and Senior Technicians.

· Vigorous attention to detail.

· Self-motivated with the ability to work in a fast-paced team environment.

· Exceed customer service perception and satisfaction.

  • Consistent attendance and timeliness.

Educational Requirements:

  • Currently enrolled in or recently graduated from a Computing, Information Technology, or related program.
  • Declared major in Computing and Information Sciences or Information Technologies, preferred but not required
  • A minimum cumulative 3.0 GPA; an official transcript may be required upon request.

Employment Requirements:

  • Reliable form of transportation.
  • Valid driver's license and insurance required.
  • In-office attendance in Longwood, FL.

· Subject to a criminal, employment and motor vehicle background check.

  • Minimum commitment: 16 hours per week.
    • Consistent, pre-established weekly schedule during standard business hours (Monday-Friday, 8:00 AM - 5:00 PM).
  • Due to the competitive nature of this internship and the level of commitment required, consistent attendance is mandatory. Two unexcused absences during the program may result in termination.

JOB DEMANDS:

  • Must be able to remain in a stationary position sitting most of the time. 95% Walking and standing are required only occasionally. 5 %
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, office supplies etc.
  • Exerting up to 10 pounds of force occasionally and/or negligible amount of force to lift, carry, push, pull or otherwise move objects, including the human body.
  • Constantly operates a computer and other office productivity machinery such as a copy machine, computer printer and a calculator.
  • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures in reports; viewing a computer terminal; extensive reading.
  • Talking. Expressing or exchanging ideas by means of the spoken word. The person in this position frequently communicates to other workers orally and in writing.
  • Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
  • Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers in order to operate a computer or other office equipment.