IT Intern

The IT Intern is a part-time role designed for individuals pursuing a career in Information Technology. This position provides hands-on experience in a fast-paced support environment, delivering excellent customer service to both internal and external users. The IT Intern will assist in resolving basic technical issues, support daily IT operations, and contribute to maintaining accurate system documentation and inventory records.

This role requires a collaborative team player who can take direction, follow established processes, and effectively manage assigned tasks while maintaining a high level of professionalism.

Duties & Responsibilities:

• Serve as a first point of contact by monitoring and managing the IT support ticket queue and handling incoming support calls.
• Troubleshoot routine hardware and software issues in a courteous, timely, and efficient manner.
• Assist with maintaining accurate IT asset inventory, including tracking devices and peripherals.
• Provide support to a highly mobile workforce operating across various environments such as corporate offices, construction sites, remote home offices, and client locations.
• Document, track, and update all incidents, service requests, and resolution activities in the IT service. management system to ensure timely and accurate issue resolution.
• Escalate complex or high-priority issues to Tier 2 and Tier 3 IT support staff as needed.
• Configure, support, and maintain devices including laptops, tablets, and mobile phones.
• Support multiple operating systems, including Windows, macOS, iOS, and Android.
• Research solutions for undocumented issues using online resources and contribute to the continuous improvement of the IT Knowledge Base by creating and updating documentation and procedures.
• Follow established IT policies, procedures, and service standards, including QSTAC principles (Quality, Speed, Technical Acumen, Approachability, and Communication).

Education & Experience:

• Currently pursuing a Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Basic understanding of computer hardware, peripherals, and mobile devices.
• Familiarity with operating systems including Windows, macOS (OSX), iOS, and Android.
• General knowledge of: Active Directory, Microsoft 365, VPN technologies, Printers and related peripherals
• Soft Skills & Work Style
  • Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical users.
  • Strong customer service orientation, including effective listening and empathy.
  • Ability to follow directions and work collaboratively within a team environment.
  • Strong organizational and time-management skills, with the ability to prioritize and manage multiple tasks.
  • Self-motivated and proactive, with a willingness to learn and take initiative.
  • Strong follow-up and communication skills to ensure users are informed of issue status, delays, and resolutions.
  • Receptive to feedback and committed to continuous improvement.

Success Factors:

• A strong commitment to customer service excellence
• Reliability and accountability in completing assigned tasks
• Continuous learning and curiosity in technology
• Alignment with QSTAC principles (Quality, Speed, Technical Acumen, Approachability, and Communication).

KCI is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.