Intern, Information Technology (Year Round)
About The Position
The Information Technology Intern supports the Technology/Service Desk team by providing first-level assistance to end users and helping ensure timely resolution of common hardware, software, and access issues. This internship provides hands-on exposure to ticket management, basic troubleshooting, endpoint support, onboarding and offboarding, documentation, and IT projects. The Intern follows established processes, knowledge articles, and checklists; escalates complex issues to senior team members; and maintains a strong customer-service mindset while learning the firm’s technology environment. This position is intended to work up to 20 hours per week during the school year, with the opportunity to work full-time (up to 40 hours per week) during summer break out of our Chicago, Illinois office.
Requirements
- Currently enrolled in an Associate's or Bachelor's program in Information Technology, Computer Science, or a related field, with a graduation year of Winter 2027 or Spring 2028.
- Interest in end-user support and a strong customer-service mindset; comfortable communicating with non-technical users
- Ability to follow documented processes, maintain accurate ticket notes, protect sensitive information, and escalate issues appropriately
- Organized, dependable, and eager to learn; able to manage multiple tasks in a fast-paced environment
- Structured problem-solving skills and an interest in using systematic, fact-based processes to identify root causes and improve support
- Effective written and spoken communication skills
- Candidates must be eligible to work permanently in the United States without sponsorship.
Nice To Haves
- Familiarity with Windows and/or macOS, Microsoft 365 (including Outlook, Teams, and OneDrive), and basic networking concepts such as Wi-Fi and VPN is a plus
- Basic knowledge of PC hardware, Microsoft operating systems, Microsoft Office, asset management, and hardware or software support is a plus
Responsibilities
- Providing first-contact support for incoming requests in person and remotely through approved service desk channels, including telephone, web portal, email, and chat
- Builds rapport with end users, elicits relevant problem details, and communicates status and next steps clearly
- Logs, categorizes, prioritizes, and documents incidents and service requests in the service desk ticketing tool, maintaining accurate notes through final resolution
- Troubleshoots common issues such as password resets, connectivity, basic application errors, printer support, and peripheral setup, escalating when appropriate
- Assists with new-employee onboarding and offboarding tasks under supervision, including laptop setup or imaging support, basic software installations, and account or access requests
- Uses approved remote tools, diagnostic utilities, knowledge articles, scripts, and checklists to aid in troubleshooting
- Performs hands-on desktop-level support when remote tools are not appropriate, including hardware, workstation, printer, and peripheral setup or maintenance
- Follows security and IT policies related to device handling, acceptable use, data protection, antivirus, and software or hardware support
- Supports IT projects and operational initiatives such as device refreshes, software rollouts, and process improvements
- Creates and updates how-to guides, checklists, troubleshooting notes, and other documentation for team knowledge sharing
- Partners with Technology, Cyber Security, and Infrastructure team members to improve the end-user experience and identify recurring issues or opportunities for improvement
- Aligns and prioritizes work based on service desk expectations, key performance indicators (KPIs), and service-level agreements (SLAs)
Benefits
- The hourly rate for this position is $22-28/hour.
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What This Job Offers
Job Type
Part-time
Career Level
Intern
Education Level
Associate degree
