Year-Round Intern - Desktop Engineering

OCC•Chicago, IL

3d•Hybrid

About The Position

The Year-Round Intern - Desktop Engineering provides technical support to OCC users, troubleshooting hardware, software, account, and connectivity issues. The role involves logging, categorizing, prioritizing, documenting, and following up on support tickets in ServiceNow; assisting with VDI application provisioning; and escalating unresolved or complex issues to Level 2/3 support. The intern communicates with non-technical users and maintains internal support documentation. OCC's Year-Round Internship Program is a 12-month opportunity running January through December, open to actively enrolled undergraduate and graduate students. Interns may work up to 20 hours per week during the school year and up to 40 hours per week during the summer, subject to a 1,000-hour cap. Overtime is not permitted. The position is based in Chicago under OCC's hybrid work program, which generally requires employees to work from an OCC office at least three days per week, including Tuesdays and Wednesdays.

Requirements

Be actively enrolled at a college or university as an undergraduate or graduate student.
Basic understanding of Windows 11 or Windows 10/11 generally.
Understanding of Active Directory concepts, including users, groups, and lockouts; administrative experience is not required.
A basic troubleshooting mindset: reproduce the issue, isolate the cause, and escalate if needed.
Precise written communication to create actionable tickets and document steps for other technicians.
Ability to translate technical issues into plain language for non-technical users.

Nice To Haves

Computer Science or comparable major.
Comfort navigating ticketing systems; ServiceNow experience is a plus but is not required.
Basic understanding of virtual desktop infrastructure (VDI) concepts; hands-on VMware/Horizon experience is not required.
Exposure to scripting or automation, including basic experience for repetitive tasks.

Responsibilities

Log incoming tickets in ServiceNow with complete details, including user information, issue description, screenshots, and timestamps.
Categorize and prioritize tickets based on issue type and urgency.
Check ServiceNow for duplicate or related tickets before treating an issue as isolated.
Provide first-level troubleshooting for hardware, software, and connectivity issues.
Reset passwords and unlock user accounts in accordance with security procedures.
Provision applications to users for VDI.
Assist with basic network connectivity issues, including Wi-Fi and VPN access.
Escalate unresolved or complex issues to Level 2/3 support with clear documentation of steps already taken.
Follow up with users to confirm issue resolution and close tickets appropriately.
Maintain and update knowledge base articles or internal documentation as needed.
Provide friendly, clear communication to non-technical users throughout the support process.