Job Description:

Position Summary:

ITW’s internship program provides hands-on experience and professional development opportunities in high-growth, dynamic industries. Interns are encouraged to think and act like entrepreneurs, gaining real-world experience while working alongside experienced professionals. The IT Service Desk Intern will support end users by providing first-level technical assistance and troubleshooting, ensuring smooth daily operations.

Key Responsibilities:

• Serve as the first point of contact for IT-related support via phone, email, web portal, or in-person.

• Process incoming Office 365 user administration requests, including provisioning and de-provisioning accounts.

• Perform hands-on troubleshooting of hardware and software issues, including installing/upgrading software and configuring systems.

• Maintain and update Active Directory and Office 365 user accounts.

• Use remote tools and diagnostic utilities to support end users effectively.

• Record, track, and document the service desk incident resolution process, ensuring accurate documentation of actions taken.

• Install and maintain antivirus software, ensuring virus definitions are up to date.

• Assist with routine maintenance of workstations, printers, and peripherals.

• Develop and update help sheets, FAQs, and training materials for end users.

• Identify areas for improvement in IT service operations and provide recommendations.

Qualifications:

• Currently pursuing a Bachelor’s degree in Computer Science, Information Technology, or a related field (rising senior preferred).

• Experience with Microsoft Office Suite and basic knowledge of Windows operating systems.

• Familiarity with Active Directory user maintenance and Office 365 administration.

• Ability to research and troubleshoot technical issues independently.

• Strong analytical skills and attention to detail.

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Exceptional customer service skills and ability to build rapport with end users.

• Ability to work both independently and collaboratively in a team environment.

• Availability to work on-site five days a week with flexible hours.

Preferred but Not Required:

• Experience with IT ticketing systems.

• Knowledge of PowerShell scripting and Mobile Device Management (MDM) platforms.

• Familiarity with hardware troubleshooting for laptops, desktops, and peripherals.

• Previous experience in a service desk or IT support role.