IT Service Operations Intern

Orrick Herrington & Sutcliffe LLP•Wheeling, WV

9d•Hybrid

About The Position

The IT Service Operations Specialist Intern is a non-exempt position working under the general supervision of IT Service Operations leadership. This role is part of a professional, client-focused team that serves as the single point of contact for the efficient resolution of technical issues across the Firm’s technology environment. This position supports attorneys, staff, and clients by delivering high-quality technical support through phone, email, chat, and in-person interactions. The role requires strong customer service skills, the ability to multitask in a fast-paced environment.

Requirements

Current enrollment in a college program in IT, Business, or related field
Strong customer service and communication skills
Basic knowledge of Windows, macOS, and Microsoft Office
Ability to exercise sound judgment and work independently

Nice To Haves

Experience with hardware repair and mobile device troubleshooting preferred
Familiar with automated workflows and basic scripting concepts

Responsibilities

Provide technical support via phone, email, chat, and in-person walk-up support
De-escalate user issues and set expectations in line with service level agreements
Log all incidents and service requests into the IT service management system
Independently manage assigned incidents and service requests through resolution, while escalating issues that exceed defined scope or authority
Troubleshoot Windows, macOS, Microsoft Office, mobile devices, printers, and peripherals
Assist with lifecycle management, including device setup, updates, and ongoing support for firm-managed systems
Support video conferencing systems and enterprise printers
Assist with office setups, moves, and hardware lifecycle activities
Maintain inventory
Contribute to knowledge articles and documentation that improve support efficiency and user experience
Support remote work environments and basic home networking issues
Recognize and appropriately escalate potential security incidents, access issues, or policy violations
Best effort in meeting established performance metrics, including service level agreements, quality standards, and customer service benchmarks
Participate in projects, workflow coordination, and operational support as assigned
Provide foundational support for cloud-based applications and services
Flexibility in scheduling that may include participation after-hours, weekends, holidays