Information Technology Intern (Remote Internship)

THIS IS A REMOTE, WORK-FROM-HOME POSITION

Purpose of this Position:

The Developing Technical Associate (IT Intern) 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:

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

Physical Requirements:

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

Primary Accountabilities of the position:

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

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

Duties & Responsibilities for each Accountability:

• Coordinate with team to ensure that client needs are met in a timely and responsive manner
• Create client documentation per specific processes that are unique to the client for future technicians
• 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
• Record time and create internal notes to outline how issues were resolved

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

• 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
• 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