Student Intern, IS Client Support

About the Role

The Client Support Student Intern will assist the Help Desk and Desktop Support functions within the Information Services Department. This team serves as the “Face of IT,” providing first-level support for hardware, computing devices, and enterprise and retail applications used by employees and contractors. Responsibilities include supporting over 3,800 computers and laptops, 370 printers and multi-function devices, 1,100+ smartphones, and 100+ flip phones.

Responsibilities

• Field incoming help requests from end users via the Service Bar, telephone, voicemails, and email in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems; escalate issues (when required) to the appropriately experienced technician.
• Verify hardware assets are assigned to clients and assist with asset cleanup within ServiceNow.
• Assist with inventory, confirming assets assigned to clients.
• Assist with software installation requests.
• Create and document tickets and knowledge articles for issues related to hardware, software, and mobile devices.

Skills & Abilities

• Effective written and oral communication skills, plus a willingness to learn in a rapidly changing environment.
• Strong critical thinking and analytical skills, including a basic understanding of statistical concepts and coding.
• Ability to understand, synthesize, and summarize complex, inter-related topics.
• Good interpersonal and communication skills (written and verbal).
• Ability to work independently as well as in a team environment.
• Ability to protect highly sensitive and confidential information.
• Functional knowledge of Microsoft Office products.

Qualifications

• Pursuing a degree in Information Technology, Management Information Systems, Computer Science, or a related discipline with an expected graduation date of 2028 or later.
• Must be enrolled full-time in a specified degree program and maintain good academic standing, including the GPA required for graduation by the college or university.
• Demonstrated ability to meet regular deadlines.

Requirements

• Must be able to work a minimum of 20 hours per week during regular business hours; up to 40 hours a week during summer and school breaks.
• Scheduling of work hours and assignments should prioritize academic commitments, as interns are students first and employees second.

Benefits

Student Interns are employed on a temporary basis and are generally not eligible for holiday pay or some benefits.

Student Interns must maintain full-time student status and good academic standing to remain eligible for the program.