What are the responsibilities and job description for the IT Intern position at Cortavo?
Job Overview:
We are seeking a motivated and tech-savvy IT Intern to join our dynamic IT team! This internship offers an excellent opportunity to gain hands-on experience in various aspects of information technology within a professional setting. The IT Intern will assist in maintaining and improving customers’ IT systems and infrastructure while acquiring valuable skills for a career in IT. The candidate's main responsibilities will include answering inbound support calls, creating tickets, and provisioning hardware.
This position reports directly to the Service Desk Manager.
Responsibilities:
Level 1 Service Desk
- Answer inbound calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs.
- Provide technical support to end-users, including troubleshooting and resolving hardware, software, and network issues.
- Perform routine IT administrative tasks, such as updating software, managing backups, and monitoring system performance.
- Collaborate with team members to identify and implement improvements in IT processes and systems.
- Support the IT team in various projects, including system upgrades, network management, and cybersecurity initiatives.
- Interact with customers, always maintaining a high level of professionalism.
Hardware Provisioning
- Assist in the installation, configuration, and maintenance of hardware and software.
- Manage the inventory of IT equipment, ensuring proper asset tracking and management.
- Visit customer locations to set up hardware and software systems.
Documentation
- Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (Autotask, IT Glue, monday.com)
- Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services.
- Train with the Service Desk Analyst team to improve skills and knowledge. Work with them on more complex issues as time allows.
Required Skills & Qualifications:
- Currently pursuing a degree in Information Technology, Computer Science, or a related field.
- Basic understanding of computer hardware, software, and networking concepts.
- Proficiency in Microsoft Office Suite and familiarity with operating systems such as Windows and MacOS.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Detail-oriented with a strong commitment to accuracy and quality Proficiency in Microsoft Office Suite and Microsoft Teams.
- General knowledge of network devices (switches, firewalls, etc.)
- Strong written and verbal communication skills; empathetic customer service approach.
- Excellent organizational, time management, and multitasking capabilities.
- Valid driver’s license with a clean driving record.
Preferred Qualifications:
- Available to consistently work up to 25 hours a week, particularly Mondays.
- Knowledge of cybersecurity principles and best practices.
- Familiarity with cloud services such as AWS, Azure, or Google Cloud.
- Understanding of database management systems.
Estimated Usage of Time:
- 70% - Answering calls/emails and working alongside the team to resolve any issues that arise (~18 hours/week)
- 20% - Hardware provisioning (~5 hours/week)
- 10% - Knowledge Base Documentation (~2 hours/week)
Benefits:
- Gain practical experience in a professional IT environment.
- Mentorship and training from experienced IT professionals.
- Opportunity to work on impactful IT projects.
- Networking opportunities within the industry.
- Potential for future employment opportunities.
