Service Desk Intern

Ntiva, Inc. • Huntington, WV

4d

About The Position

Ntiva is seeking a Service Desk Intern to support client troubleshooting and service desk operations while developing IT support skills. The role includes communicating with clients by phone and email, preparing and configuring computers, performing basic account administration, coordinating scheduled work, documenting cases, and identifying documentation that may need updates. The intern is expected to maintain a positive, client-focused attitude and work carefully and accurately. The position is intended for qualifying students at West Virginia University at Parkersburg or Mountwest Community & Technical College who can work at least 20 hours per week.

The internship provides opportunities to develop troubleshooting skills in areas such as VPNs, internet connectivity, remote desktop, Microsoft Office, and computer peripherals, as well as familiarity with Office 365, Exchange Online, Active Directory, and Windows file shares. Ntiva states its commitment to a diverse, inclusive, and welcoming workplace and prohibits discrimination in employment.

Requirements

• Be an enrolled student at West Virginia University at Parkersburg or Mountwest Community & Technical College.
• Be in the first year with at least one semester completed, or be in the second year.
• Be enrolled in an eligible program: Mountwest Network Systems & Security, or WVUP Computer and Information Technology or Computer Science.
• Be able to work a minimum of 20 hours per week.

Nice To Haves

• The role offers opportunities to learn troubleshooting for VPNs, internet connectivity losses, remote desktop, Microsoft Office software, and peripherals such as printers, scanners, and monitors.
• The role offers opportunities to learn Office 365 and Exchange Online administration, Active Directory navigation and administration, and Windows file shares (SMB/CIFS).
• Strong communication and writing skills.
• Ability to review, understand, and implement SOPs and other written training.

Responsibilities

• Accept incoming client troubleshooting calls and make outbound calls in response to email requests.
• Communicate with clients by email.
• Prepare and set up laptops and desktops, using knowledge of Windows configuration and network connectivity with servers and printers.
• Perform basic client account administration in Office 365 and Active Directory.
• Track scheduled work, communicate about scheduling, and update schedules and clients when changes occur.
• Enter accurate, detailed case notes in Ntiva's ticketing and other documentation systems.
• Identify when documentation updates may be needed and inform management of necessary changes.
• Maintain a positive attitude and client-centric focus.
• Pay close attention to detail to support accuracy and efficiency.

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed