Support Analyst IT Intern

SpendMend LLC•Grand Rapids, MI

2m•Onsite

About The Position

SpendMend partners with hospitals, health systems, and higher education institutions to help them improve financial performance and fuel their mission of patient care. We offer a comprehensive suite of solutions - including cost recovery, pharmacy software, compliance auditing, and medical device management - that deliver insights, reduce risk, and uncover savings across the cost cycle. Our mission is to positively impact patient care by delivering innovative, value-driven services that empower our clients to make smarter financial decisions. This internship is designed to provide meaningful, hands-on experience in a corporate IT environment. Interns will work alongside experienced team members, gain exposure to a variety of enterprise technologies, and develop technical and professional skills through real-world projects and day-to-day support activities. Successful interns may be considered for future full-time opportunities as business needs allow. The Support Analyst IT Intern provides first-level technical support to SpendMend employees. This role assists users with hardware, software, account access, and other technology-related issues while delivering excellent customer service and gaining practical experience in IT operations.

Requirements

Currently pursuing an Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related field.
Working knowledge of Windows 11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) from a user-support perspective.
Familiarity with ITIL service management concepts.
Strong interest in technology, troubleshooting, and providing excellent customer service.
Basic understanding of cybersecurity principles and the importance of following established security policies and reporting potential security concerns.
Awareness that the company operates in a healthcare-adjacent environment and a commitment to handling sensitive and confidential data appropriately.
Strong verbal and written communication skills with the ability to interact in a friendly and professional manner through ticket comments, email, Microsoft Teams, Zoom, phone, and in-person.
Ability to follow documented procedures accurately and to record work with detail and consistency, including accurate ticket notes and time tracking.
Attention to detail and reliable follow-through on assigned tickets through to resolution.
Must be able to safely lift, carry, and move computer equipment and other technology devices weighing up to 50 pounds, with or without reasonable accommodation.

Nice To Haves

Previous experience supporting computer hardware, software, or applications through coursework, employment, volunteer work, or personal projects.
Familiarity with Jira Service Management or another IT ticketing system.
Familiarity with Microsoft Intune, endpoint management, or an RMM platform such as NinjaOne.
Familiarity with Microsoft 365 administration, Entra ID / Active Directory, or basic networking concepts (DNS, DHCP, TCP/IP).
Familiarity with Azure Virtual Desktop or other remote/virtual desktop environments.
Familiarity with OnBase or another enterprise document management system.
Familiarity with a password management platform such as Keeper Security.
Previous customer service experience, ideally in a professional or corporate setting.

Responsibilities

Serve as the first point of contact for technical support requests submitted through Jira Service Management, Microsoft Teams, email, Zoom, phone, and other communication channels.
Troubleshoot and resolve hardware, software, account access, email, printer, and other technology-related issues while delivering exceptional customer service to employees and, at times, external clients.
Manage assigned support tickets by documenting troubleshooting activities, communicating timely updates, and striving to resolve issues during the initial interaction whenever possible.
Escalate complex issues to appropriate team members while providing complete documentation of work performed and maintaining ownership of the support request.
Assist with user account administration, password resets, workstation setup, software installation, equipment deployment, and employee onboarding/offboarding activities.
Configure, deploy, troubleshoot, and maintain laptops, peripherals, mobile devices, and other technology equipment. Assist with equipment inventory, shipping, replacement requests, and technology lifecycle management.
Follow IT security policies and procedures by identifying and escalating potential security concerns and protecting company information.
Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
Participate in departmental projects and process improvement initiatives while continuing to develop technical knowledge and professional skills.
Collaborate effectively with teammates and stakeholders, demonstrate reliability and accountability, and contribute to a positive and customer-focused IT support experience.