IT Administrative Support Intern

About the Role

This is a full-time year-round position, NOT a summer internship. We are seeking a motivated and detail-oriented IT Administrative Support Intern to join our team. This role is designed for an individual looking to gain hands-on experience in the administrative side of a Managed Service Provider (MSP) while developing the foundational skills necessary to transition into a more technical position. As an intern, you will play a crucial role in supporting our IT technicians by managing ticket schedules, handling client communications, and assisting with approvals and service coordination. This position offers a structured pathway for growth, with the opportunity to move into a technical role after one year.

Key Responsibilities

• Manage incoming calls and emails related to IT support requests, ensuring accurate intake and prioritization.
• Schedule and coordinate service tickets based on technician availability, workload balancing, and SLA commitments.
• Track and monitor client service requests in real time, ensuring prompt handling and effective follow-up.
• Exercise escalation authority by assessing urgency, SLA thresholds, and business impact to route issues appropriately to higher-tier resources or management.
• Communicate directly with clients to confirm approvals, provide status updates, and ensure expectations are met.
• Maintain and update internal documentation and service systems with accurate, actionable data.
• Collaborate with the technical team to improve ticket handling efficiency, resolution time, and client satisfaction.
• Support weekly and monthly SLA performance reporting, including data gathering, metric analysis, and identification of trends or areas for improvement.
• Participate in operational meetings, offering insights on service coordination, delays, and escalation activity.
• Learn and document MSP workflows, escalation paths, and service delivery standards as part of a structured learning plan.

What You’ll Gain

• A deep understanding of the administrative operations within an MSP.
• Hands-on experience with IT service management tools and processes.
• Exposure to client interactions and IT support workflows.
• A structured pathway to transition into a more technical IT role after one year.

Ideal Candidate

• Currently pursuing or recently completed a degree in IT, Business Administration, or a related field.
• Strong organizational and communication skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Interest in IT and a willingness to learn technical concepts over time.
• A proactive and team-oriented mindset.

Requirements

• Minimum of 1 year of previous customer service experience.
• Ability to remain professional and courteous in difficult situations.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking skills in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle multiple tasks simultaneously.

Compensation & Benefits

• Health, Dental, Vision & other additional benefits.
• 401K (With 4% Match) eligible after 90 Days.
• Generous PTO.

Tech-Keys Interview Process

• Apply to the position, upload your resume, and answer the questions in the application.
• Upon reviewing your resume, we'll send you an email with a link to a perform a one-way video interview.
• Upon reviewing the video interview, we'll email you asking to setup an in-person interview.
• After the interview we will email you asking for references.
• We will call you letting you know our decision and discuss compensation.
• If we feel you will not be a fit, we will let you know, we do not leave applications unanswered!