Managed Services Intern

About the Role

RedHelm's Managed Services organization supports client IT environments across service desk, specialty services, and professional services (ProServ) delivery. The Technology Intern provides entry‑level, hands‑on support as a shared, cross‑functional resource under the direction of a designated program lead. This learning‑focused role assists the Service Desk and broader Service Delivery teams with basic Tier 1 tasks, ProServ support, and documentation while building foundational MSP experience. Work is coordinated and prioritized daily, following documented processes and escalation paths.

Responsibilities

• Complete pre‑scheduled support tasks assigned by the program lead.
• Check in daily with the program lead and PMO on short‑notice and coverage needs.
• Work basic Tier 1 tickets across the service desk queues, prioritizing tickets approaching SLA breach and escalating anything beyond intern scope.
• Assist Specialty Services with MACD (moves/adds/changes/deletes) tasks.
• Perform simple, well‑documented user tasks such as password resets and basic account or license updates, under supervision.
• Provide on‑site “smart hands” support as needed on client sites.
• Build and maintain documentation for onboarding clients.
• Accurately record steps, resolutions, and client communications in the ticketing and documentation systems as needed.
• Escalate promptly, ask questions, and follow established procedures and guidance.

Requirements

• Strong customer service orientation with the ability to remain professional under pressure.
• Clear verbal and written communication skills, including the ability to explain technical concepts to non‑technical users.
• Attention to detail in documentation and ticket notes.
• Ability to follow defined processes while managing multiple tasks in a fast‑paced environment.
• Willingness to learn, accept feedback, and develop technical skills over time.
• Basic troubleshooting of Windows and macOS operating systems.
• Familiarity with user account management in Active Directory and cloud identity platforms.
• Basic understanding of TCP/IP networking and wired/wireless connectivity.
• Ability to support common business applications, VPN clients, and virtual desktop environments.
• Awareness of security fundamentals such as MFA, password hygiene, endpoint protection, and email security.

Preferred Qualifications

• Exposure to end‑user technical support through professional, academic, or informal experience (e.g., coursework, personal projects, or helping others troubleshoot).
• Familiarity with ticket‑based support or service desk environments is a plus.
• Transferable experience from customer‑facing roles will be considered.
• Great attitude and a willingness to learn.

Benefits

RedHelm offers a comprehensive and competitive benefits package designed to support both career progression and personal wellbeing, including medical, dental, and vision coverage, a 401(k) program, paid time off, floating holidays, and paid holidays. The company fosters a culture that values personal goals, flexibility, and long‑term development.

Pay

Full‑time paid position, 40 hours per week.

Schedule

In‑office role based in Pittsburgh, PA or Atlanta, GA. Participation in flexible schedules may be required from time to time. A valid driver’s license and reliable transportation are required for periodic local travel to client sites. Must be able to successfully pass state and federal background checks if requested.