Helpdesk Intern

Kloud9 IT, Inc.•Cleveland, OH

11d

About The Position

The Help Desk Intern is the first point of contact for client support requests. The role provides customer service, resolves common technical issues, documents support work, and escalates issues requiring additional technical expertise. The intern supports clients with workstation, Microsoft 365, application, printer, and peripheral issues, as well as routine account tasks. The position is part-time and pays $15.00 per hour. A high school diploma or equivalent is required; 0–2 years of IT support experience is preferred.

Requirements

High school diploma or equivalent.
Windows desktop support skills.
Microsoft 365 end-user support skills.
Knowledge of password resets and account unlocks.
Basic Active Directory user management.
Printer and peripheral troubleshooting skills.
Basic networking concepts.
Experience using ticketing systems and documenting support work.
Strong customer service and communication skills.
Ability to learn new technologies quickly.
Strong attention to detail and willingness to follow documented procedures.
0–2 years of IT support experience preferred.

Nice To Haves

CompTIA A+ or Microsoft Fundamentals certification.
Basic cybersecurity awareness.
Basic Entra ID exposure.
Experience in a client-facing support environment.

Responsibilities

Respond to support requests by phone, email, and the ticketing system.
Troubleshoot common workstation, Microsoft 365, application, printer, and peripheral issues.
Perform password resets, account unlocks, and standard user support tasks.
Provide timely, professional communication and updates to clients.
Document support activity, troubleshooting steps, resolution notes, and next steps accurately.
Prioritize and manage assigned tickets according to urgency, impact, and service-level expectations.
Escalate issues outside Tier 1 scope or requiring deeper technical expertise.
Follow company standards, checklists, and documented procedures.
Participate in training and professional development.
Support accurate knowledge base and documentation practices.
Maintain timely first responses and ticket updates, accurate documentation, appropriate escalation, reliable attendance, punctuality, and professional client communication.