IT Help Desk Intern

About the role

Merchology is a leading eCommerce retailer in B2B sales of co‑branded merchandise including apparel, headwear, drinkware, gifts, and accessories. The Help Desk Intern is the first line of support for employees experiencing hardware, software, account, or connectivity issues, providing hands‑on exposure to how a fast‑growing eCommerce company runs its technology operations. This is a paid, part‑time, onsite internship open to high school (16+) and college students. You will report to the Systems Administrator and work day‑to‑day with a mentor on the Technology team. No prior professional experience required; curiosity, reliability, and a service mindset matter most. Location: 3000 Niagara Lane North, Plymouth, MN 55447 (onsite).

Responsibilities

• Serve as first point of contact for employee technology requests via ticketing system, chat, email, and in person.
• Troubleshoot and resolve common issues with laptops, printers, monitors, peripherals, and Wi‑Fi.
• Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and other core business applications.
• Escalate complex issues to the Technology team with clear, complete documentation of steps already taken.
• Assist with new‑hire setup: user accounts, email, device imaging, software installs, and workstation setup.
• Process routine access requests and password resets following company security policies and approval steps.
• Support offboarding by collecting equipment and assisting with account deactivation on schedule.
• Maintain accurate inventory of laptops, phones, peripherals, and other IT equipment.
• Prepare, deploy, and refurbish devices; coordinate repairs and warranty claims with vendors.
• Keep IT storage and workspaces organized and stocked.
• Document resolutions in the ticketing system and contribute to the internal knowledge base and how‑to guides.
• Identify recurring issues and suggest fixes or self‑service resources.
• Assist with small technology projects and rollouts as assigned by the Technology team.

Requirements

• Must be eligible to work 1–3 hours per day and 15–20 hours per week.
• University or tech school student with a strong interest in IT (coursework, clubs, or self‑taught projects all count).
• Comfortable with Windows and/or macOS and Microsoft 365 (Outlook, Teams, Word, Excel); understands basic Wi‑Fi and printer setup.
• Strong customer‑service orientation with patience and a friendly, professional manner.
• Clear written and verbal communication; able to explain technical steps to non‑technical users.
• Organized, detail‑oriented, and able to prioritize multiple requests.
• Eager to learn, takes ownership, and follows through until an issue is resolved.
• Ability to lift and move IT equipment (up to 30 lbs), with or without reasonable accommodation.

Skills

• Built your own PC, run a home network, or been the go‑to tech fixer for friends and family.
• Prior help desk, campus/school IT, retail tech support, or customer‑facing experience.
• Familiarity with a ticketing system (Jira Service Management, Freshdesk, Zendesk, or similar).

Pay

$15.00 – $20.00 per hour.

Schedule

Part‑time, 15–20 hours per week, scheduled flexibly around class commitments during regular business hours (Monday–Friday). Ongoing internship with a flexible start date; school‑year and summer schedules available. This internship will go through January 2027.