Information Technology Intern (Remote Internship)

THIS IS A REMOTE, WORK-FROM-HOME POSITION

Purpose of this Position:

The Developing Technical Associate is responsible for learning how to troubleshoot issue requests and maintain inventory for internal and external clients. This person will learn how to determine and execute changes to hardware, software, applications, and systems.

Qualifications:

• Pursuing Bachelor’s degree in Information Technology or other computer-related field or equivalent experience.
• Experience with a variety of ticketing systems and remote monitoring tools such as Autotask, Datto RMM, etc.
• Strong customer service skills.
• Experience with security solutions such as Rapid7, Nessus, or other open source security tools preferred, but not required.
• Excellent written and oral communication skills.
• A minimum of 1 year of technical support experience, preferred but not required.
• Experience working for a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) preferred, but not required.
• Experience with Windows Server, VMWare, and Active Directory preferred, but not required.
• Valid driver’s license.

Physical Requirements:

• Ability to sit at a desk for long periods of time.
• Ability to clearly communicate with customers and staff through verbal and written communications.
• Ability to occasionally lift up and/or move up to 50 lbs.
• Ability to type, hand write, use computers and answer phones daily.

Primary Accountabilities of the position:

• Monitor service desk board in Autotask
• Dispatch & Ticket Management

• Technical Support
• Scheduled and Reactive Appointments
• Operate and maintain IT technical tools and services
• On Site Visitation
• Customer Communication & Service
• New Equipment Setup and Deployment
• Technical Operations

Duties & Responsibilities for each Accountability:

• Record time and create internal notes to outline how issues were resolved
• Create client documentation per specific processes that are unique to the client for future technicians
• Coordinate with team to ensure that client needs are met in a timely and responsive manner
• Dispatch & Ticket Management
• Monitor service desk board in Autotask
• Maintain a constant watch on the board and respond to the clients in order to meet SLA

• Learn and adapt to meet the various issues that appear
• General end-user profile maintenance
• Technical Support
• Create tickets and mark down technical information on the client’s behalf
• Coordinate with the client to remote in or otherwise resolve their issues
• Configure, upgrade and relocate PC hardware, software and print devices
• Perform software and hardware configuration across the Windows platform
• Technical Operations
• Design, develop, and test workflow processes for end-user developed applications, providing proof-of-concept support

• Operate and maintain IT technical tools and services
• Research new tools and uses for our current applications
• Create and upload of agents for easy download
• Write scripts for improved automation
• Administer the backup solution on behalf of clients
• Reach out to CW support at any point of failure and ensure that our Labtech tools will be able to serve us in assisting the client

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