Intern
About The Position
In this hands-on role, the IT Support Technician I serves as the first point of contact for end users, providing Tier 1 technical support for hardware, software, account access and connectivity issues. This role focuses on delivering timely, high-quality customer service, resolving common technical issues efficiently, and escalating more complex problems to senior IT staff as appropriate. Our environment is a modern hybrid infrastructure consisting of Windows 11, macOS, Microsoft Entra ID (Azure AD), Windows Server, Microsoft 365, and cloud-based business systems. This role supports day-to-day endpoint operations, onboarding/offboarding activities, inventory management, and basic troubleshooting while following documented procedures and escalation paths. This position requires occasional travel between company locations as needed.
Requirements
- High School diploma required; technical training, certifications, or equivalent experience preferred.
- 1–3 years of IT support experience in a Microsoft environment preferred.
- Strong knowledge of Microsoft Windows 11 and macOS support and troubleshooting.
- Familiarity with Microsoft 365, Active Directory, and Microsoft Entra ID concepts.
- Basic knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Strong customer service and communication skills with a professional and positive attitude.
- Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
- Experience working with ticketing systems and documenting technical issues preferred.
- Ability to work independently while collaborating effectively with team members and other departments.
Nice To Haves
- Associate degree in Information Technology or related field.
- CompTIA A+ and Microsoft certifications preferred.
- Experience supporting onsite, remote, and multi-location users.
- Experience with endpoint management, antivirus platforms, or mobile device management (MDM) solutions.
Responsibilities
- Provide onsite and remote Tier 1 technical support for PC and Mac hardware, software, printers, mobile devices, and peripherals.
- Troubleshoot user issues related to Windows 10/11, macOS, Microsoft 365, Teams, Outlook, VPN connectivity, and Wi-Fi access.
- Escalate unresolved or advanced technical issues to senior IT staff in accordance with established Service Level Agreements (SLAs).
- Assist with employee onboarding and offboarding, including hardware setup, account provisioning, and access management.
- Create, modify, and disable user accounts in Microsoft Active Directory and Microsoft Entra ID following documented procedures.
- Support Microsoft 365 administration including Exchange mailboxes, Teams, OneDrive, and SharePoint permissions.
- Maintain IT asset inventory including deployment, recovery, tagging, and lifecycle tracking of hardware and software.
- Assist with operating system updates, endpoint patching, antivirus monitoring, and endpoint health maintenance.
- Troubleshoot basic network connectivity issues involving Ethernet, Wi-Fi, VPN, DNS, and printers.
- Assist with conference room technology, audio/visual equipment, and VoIP phone systems.
- Document troubleshooting steps, create knowledge base articles, and maintain internal IT documentation.
- Coordinate with vendors and third-party support providers as needed.
- Support company IT projects, office moves, hardware refreshes, and other initiatives as assigned.
- Perform other duties and projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Intern
Education Level
High school or GED
