Year-Round Intern - Desktop Engineering
About The Position
The OCC Internship Program equips students with the real-world skills needed to transition successfully into a career in financial services. As an intern, you will contribute to meaningful projects, applying your skills and knowledge to real challenges facing the business. Your time with us is a real opportunity to make a genuine impact on the future of OCC! OCC's Year-Round Internship Program is a 12-month opportunity running from January through December and is open to both undergraduate and graduate students who are actively enrolled at a college or university. Interns 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. The role is based in a hybrid work environment, and overtime is not permitted. The intern will provide advanced technical support, resolve complex issues, and often serve as an escalation point for junior staff. Interns will have deep knowledge of hardware, software, and network systems, coupled with strong communication skills for interacting with customers, vendors, and other IT teams. Their role often extends to training, developing support processes, and project participation.
Requirements
- Basic understanding of Windows 11 (or Windows 10/11 generally)
- Understanding of Active Directory concepts (users, groups, lockouts); admin experience not required
- Comfortable navigating ticketing systems (ServiceNow experience is a plus, not required)
- Basic troubleshooting mindset: reproduce issue → isolate cause → escalate if needed
- Written communication precision — tickets need to be actionable by someone who wasn't on the call
- Basic understanding of virtual desktop infrastructure (VDI) concepts, even without hands-on VMware/Horizon experience
- Exposure to scripting or automation (even basic) for repetitive tasks
- Ability to translate technical issues into plain language for non-technical users
- Comfortable documenting steps taken so another technician could pick up where you left off
Nice To Haves
- Computer Science or comparable
- ServiceNow experience is a plus, not required
- VMware/Horizon experience
Responsibilities
- Log incoming tickets in ServiceNow with complete detail, 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
Benefits
- Paid sick leave accrued based on hours worked
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What This Job Offers
Job Type
Part-time
Career Level
Intern
Education Level
No Education Listed
