Intern - IT Service Desk

Wounded Warrior Project • Jacksonville, FL

2d • Hybrid

About The Position

The Wounded Warrior Project (WWP) IT Service Desk Team provides assistance to WWP Teammates with issues and questions involving IT equipment and software. The team provisions hardware and software and ensures that Teammates remain informed as to the status of their requests. The IT Service Desk Team is integral to ensuring that WWP’s mission is accomplished in a highly efficient manner. The IT Service Desk Intern assists in the provision of first-line support, including but not limited to password resets, printer configurations, break/fix guidance, basic troubleshooting, and ticket routing and escalation to Level 2 and Level 3 support. Collaborating closely with IT Service Desk Technicians, the intern assists to ensure service requests are responded to efficiently and effectively via telephone communication, remote support tools, or in-person assistance. This internship is unpaid and is designed to offer educational training similar to that of an academic setting. The duration of the internship will not surpass 16 weeks. This is an unpaid internship opportunity for qualified applicants, and requires in-person attendance, three days each week at our Jacksonville, Florida location. This is not a virtual position.

Requirements

• Basic operating knowledge of and/or experience with PCs, peripherals, Windows, Mac OS, and Microsoft 365.
• Operating knowledge of typical office equipment, e.g., copier, fax machine, and e-mail.
• Ability to learn basic computer troubleshooting skills.
• Highly positive, collaborative, and solutions-focused approach.
• Ability to manage multiple tasks and priorities with strong attention to detail in a fast-paced environment.
• Strong verbal and written communication skills.
• Aspire to evolve alongside a team dedicated to achieving shared organizational objectives.
• High energy level.
• Self-starter; willing to take initiative.
• Mission-driven, guided by core values, and a pleasure to work with.
• Understanding and proficiency in utilizing a variety of computer hardware, software, and networking.
• HS Diploma or equivalent.
• Currently enrolled in an accredited college.

Nice To Haves

• Preferences None.
• Pursuing a degree with a concentration in Information Technology or a related field.
• CompTIA Certification (A+, Network+, Security+).

Responsibilities

• Support the IT Service Desk team with addressing the IT ticket queue to promptly address incoming WWP support calls.
• Assist with prioritizing outstanding IT support calls and schedule in order of prioritization to the relevant IT Support Technicians.
• Promote best practices in the use of IT hardware and software.
• Provide advice and demonstrate use of software and hardware to end-users.
• Ensure the security and safety of WWP hardware.
• Assist with the tracking of IT assets in accordance with IT Asset Management procedures.
• Under supervision, input new system users onto the WWP Service Desk system contacts database and maintain existing information ensuring it is correct and up to date.
• Under supervision, input new system users onto the organization domain, e-mail system, and proxy servers within set timescales and ensure existing system users’ information is correct and up to date.
• Assist with IT installations, configurations, and troubleshoot computer hardware and software in accordance with IT Services standards.
• Under supervision, perform preventive maintenance as recommended by Microsoft standards on all desktop and laptop computers.
• Other related duties as assigned.

Benefits

• A flexible hybrid work schedule (three days in the office, two days’ work from home)
• Full medical, dental, and vision coverage for both teammates AND family members
• Competitive pay and performance incentives
• A fun, mission-focused, and collaborative team environment

What This Job Offers

• Career Level: Intern
• Education Level: High school or GED