IT Service Desk Intern

Granger Construction • Holt, MI

10d

About The Position

This internship provides the opportunity to transition from a part-time role into a full-time position. The IT Service Desk Intern will provide first-level support for employee technology issues and service requests. This role involves creating, updating, categorizing, and routing tickets within the ITSM platform, assisting with password resets and account unlocks, and supporting laptop, desktop, mobile device, and peripheral deployments. The intern will also perform workstation setup, imaging, and equipment preparation for new hires, assist with hardware inventory tracking and asset management, and document common issues. Responsibilities include monitoring ticket queues, providing customer service via phone, email, Teams, and walk-up support, escalating complex issues, and supporting Microsoft 365 applications. The role also involves assisting with technology rollouts, upgrades, testing, and continual service improvement initiatives, learning ITIL principles, and assisting with reporting on Service Desk metrics. Maintaining confidentiality and adhering to cybersecurity standards, shadowing senior analysts, and supporting office and jobsite technology needs are also key aspects of the role.

Requirements

• Pursuing a bachelor's degree in Information Technology, Computer Science, Cybersecurity, Management Information Systems, Computer Information Systems, or a related field.
• Strong interest in information technology, technical support, and customer service.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong organizational and time management skills.
• Proactive problem-solving abilities and a willingness to learn.
• Ability to work independently while collaborating effectively as part of a team.
• Strong attention to detail and commitment to providing exceptional customer support.
• Comfort learning new technologies, software applications, and business systems.

Nice To Haves

• Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office.
• Experience with ticketing systems, help desk platforms, or customer support environments.
• Understanding of computer hardware, operating systems, and basic networking concepts.
• Knowledge of ITIL principles or an interest in IT service management practices.
• Experience supporting computers, mobile devices, or other technology equipment.
• Analytical mindset with a passion for troubleshooting and continuous improvement.
• High emotional intelligence and the ability to build rapport with individuals across all levels of the organization.

Responsibilities

• Provide first-level support for employee technology issues and service requests.
• Create, update, categorize, and route tickets within the ITSM platform.
• Assist with password resets, account unlocks, and basic access requests.
• Support laptop, desktop, mobile device, and peripheral deployments.
• Perform workstation setup, imaging, and equipment preparation for new hires.
• Assist with hardware inventory tracking and asset management activities.
• Document common issues and contribute to knowledge base articles.
• Monitor ticket queues and ensure requests are properly assigned and updated.
• Provide courteous, professional customer service through phone, email, Teams, and walk-up support.
• Escalate complex issues to senior Service Desk staff or specialized IT teams.
• Assist with Microsoft 365 support, including Outlook, Teams, OneDrive, and Office applications.
• Support technology rollouts, upgrades, and testing activities.
• Participate in continual service improvement initiatives and process documentation.
• Learn and apply ITIL principles related to Incident Management and Request Fulfillment.
• Assist with reporting and analysis of Service Desk metrics and ticket trends.
• Maintain confidentiality and adhere to company cybersecurity and data protection standards.
• Shadow senior analysts to develop troubleshooting and customer service skills.
• Support office and jobsite technology needs as assigned.

Benefits

• Autonomy: We empower our interns to make informed decisions and contribute to the success of their projects.
• Career Development: We invest in your growth, providing tools and resources to help you achieve your professional goals.
• Challenging Work: You’ll be involved in diverse projects that keep you engaged and continuously learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Intern