IT Administrative Support Intern

Tech-Keys•Howell Township, NJ

About The Position

We are seeking a motivated and detail-oriented IT Administrative Support Intern to join our team. This role is designed for an individual looking to gain hands-on experience in the administrative side of a Managed Service Provider (MSP) while developing the foundational skills necessary to transition into a more technical position. As an intern, you will play a crucial role in supporting our IT technicians by managing ticket schedules, handling client communications, and assisting with approvals and service coordination. This position offers a structured pathway for growth, with the opportunity to move into a technical role after one year.

Requirements

Minimum of 1 year of previous customer service experience.
Ability to remain professional and courteous in difficult situations.
Excellent written and verbal communication skills.
Strong organizational and multitasking skills in a fast-paced environment.
Excellent communication and interpersonal skills.
Ability to work under pressure and handle multiple tasks simultaneously.

Nice To Haves

Currently pursuing or recently completed a degree in IT, Business Administration, or a related field.
Strong organizational and communication skills.
Ability to multitask and work efficiently in a fast-paced environment.
Interest in IT and a willingness to learn technical concepts over time.
A proactive and team-oriented mindset.

Responsibilities

Manage incoming calls and emails related to IT support requests, ensuring accurate intake and prioritization.
Schedule and coordinate service tickets based on technician availability, workload balancing, and SLA commitments.
Track and monitor client service requests in real time, ensuring prompt handling and effective follow-up.
Exercise escalation authority by assessing urgency, SLA thresholds, and business impact to route issues appropriately to higher-tier resources or management.
Communicate directly with clients to confirm approvals, provide status updates, and ensure expectations are met.
Maintain and update internal documentation and service systems with accurate, actionable data.
Collaborate with the technical team to improve ticket handling efficiency, resolution time, and client satisfaction.
Support weekly and monthly SLA performance reporting, including data gathering, metric analysis, and identification of trends or areas for improvement.
Participate in operational meetings, offering insights on service coordination, delays, and escalation activity.
Learn and document MSP workflows, escalation paths, and service delivery standards as part of a structured learning plan.