IT Help Desk Intern

Hercules Industries•Denver, CO

2d•$21

About The Position

The IT Support Desk Intern is responsible for providing corporate end-users with a single point of contact for all technology-related requests for support, service and computer training. The role is to serve as an advocate for the customer (corporate end-user), assuming ownership of customer issues and ensuring successful resolutions, while maintaining ongoing communication with customers regarding the status of their request. $21.00 per hour. Timing & Commitment: This is a Summer 2026 internship running from mid-May through August (approximately 10–12 weeks). The expected start date is flexible between May 15 and June 1, depending on academic schedules. Some flexibility in start and end dates may be accommodated.

Requirements

The ideal candidate will be currently enrolled or near graduation from a college or university in one of the following fields: Information Technology, Cyber Security, Computer Science, Programming, or Management Information Systems.
High School diploma or GED required.
Qualified applicants must be customer oriented and motivated with excellent oral and written communication skills.
Problem solving and organizational skills and ability to prioritize and manage multiple tasks and deadlines.
Ability to organize and prioritize job projects and requirements.
Ability to keep abreast of product applications and technology trends.
Excellent analytical/troubleshooting skills.
Ability to work independently and take ownership for tasks from beginning to completion.
Ability to pass background screen and drug test.
Working knowledge of the following support center practices and concepts:
IT technical support/Help Desk concepts and functions
Desktop client software setup and configuration
Printer software setup and configuration
Working knowledge of one or more IT platforms: Microsoft Windows Client/Server, Active Directory, and/or IBM mainframe
Working knowledge of current versions of the following products: Microsoft Windows Operating Systems, Microsoft Office Suite
Understanding of basic networking protocols and processes
Ability to write routine reports and routine correspondence.
Ability to effectively communicate with employees to make an accurate assessment of employee needs.
Ability to perform basic mathematical calculations required to accurately complete assigned tasks.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, or technical formats. Ability to use sound judgment and problem-solving skills to analyze employee technical problems and to recommend the proper course of action. Ability to organize and prioritize job projects and requirements.
Excellent computer skills including Microsoft Office, Active Directory, Apple & Android Devices, and Windows Servers.

Responsibilities

Provides entry level technical support across all platforms and environments for internal and remote users.
Assumes ownership and customer advocacy for all business relevant hardware and software issues.
Maintains the IT call tracking system by receiving initial client contacts (telephone, email, etc.) and ensuring information is accurate and well-documented. Reports and tracks technology problems, inquiries, and related requests and responds accurately and promptly to incoming contacts. Collects required data and logs detailed information in the IT call tracking system.
Determines severity of unresolved issues and escalates issues accordingly. Updates records to reflect status changes. Support requests must be monitored and escalated when appropriate per service-related guidelines.
Communicates with end-users, Technical Services staff, and managers about the urgency of issues, impact of any interruption of IT services, and changes in the issue's status. Communicates technical issues at appropriate level for audience.
Demonstrates tact in sensitive situations with end-users.
Analyzes business impact of potentially serious technology/security problems that may have a negative impact on business operations and provides detailed information to supervisor.
Learns, maintains and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Develops Help Desk procedures and end-user documentation as needed.
Performs account security administration and remote system monitoring; proactively reports system outages.
Participates in special projects and performs departmental related office administrative duties as assigned.