IT Intern

About the Role

The IT Intern provides first-tier hardware and software technical support for computers, telephones, mobile devices, and other equipment to corporate and store locations. This includes receiving, prioritizing, documenting, and resolving end-user help requests, as well as escalating incidents when necessary to maintain service expectations.

The role involves troubleshooting issues in person, by telephone, via remote support tools, ticket systems, or email, and providing end-user assistance as required.

Responsibilities

• Evaluate documented resolutions and analyze trends to prevent future problems.
• Notify management of emerging trends in incidents.
• Assist in software releases, rollouts, and communication to end users.
• Recommend, schedule, and perform improvements, upgrades, repairs, and patches for PCs, Macs, printers, phones, and other IT-related equipment.
• Create and maintain user accounts, assist with password resets, and support multi-factor authentication.
• Accurately record, track, and document the service desk request problem-solving process, including all decisions and actions taken through to final resolution.
• Test fixes and follow up with end users to ensure problems are adequately resolved.
• Perform post-resolution follow-ups on help requests.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform other duties as assigned.