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Tech Support Intern

2 months ago

Marietta, Georgia, United States Cortavo Full time
Job DescriptionPosition Overview:

Cortavo is on the lookout for an enthusiastic and tech-oriented IT Intern to become a vital part of our innovative IT department. This internship presents a fantastic chance to acquire practical experience in diverse facets of information technology within a corporate environment. The IT Intern will play a crucial role in supporting and enhancing our clients' IT systems and infrastructure while developing essential skills for a future career in IT.

This role will report directly to the Service Desk Manager.

Key Responsibilities:

Level 1 Support:
  • Respond to incoming calls and/or emails, create initial support tickets, and escalate issues to relevant departments as needed.
  • Deliver technical assistance to end-users, addressing and resolving hardware, software, and network challenges.
  • Conduct routine IT administrative duties, including software updates, backup management, and system performance monitoring.
  • Collaborate with team members to identify and implement enhancements in IT processes and systems.
  • Assist the IT team with various projects, including system upgrades, network management, and cybersecurity efforts.
  • Engage with customers while consistently maintaining a high standard of professionalism.

Hardware Management:
  • Support the installation, configuration, and upkeep of hardware and software.
  • Oversee the inventory of IT assets, ensuring accurate tracking and management.
  • Travel to client locations to set up hardware and software systems.

Documentation:
  • Maintain accurate customer information records, ensuring data is current in relevant systems.
  • Develop and update knowledge base articles based on insights gained while resolving cases.
  • Participate in training with the Service Desk Analyst team to enhance skills and knowledge, tackling more complex issues as time permits.

Required Skills & Qualifications:
  • Pursuing a degree in Information Technology, Computer Science, or a related discipline.
  • Basic knowledge of computer hardware, software, and networking principles.
  • Proficient in Microsoft Office Suite and familiar with operating systems such as Windows and MacOS.
  • Strong analytical and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Ability to work independently as well as collaboratively within a team.
  • Detail-oriented with a commitment to accuracy and quality.
  • General understanding of network devices (e.g., switches, firewalls).
  • Strong written and verbal communication skills; empathetic customer service approach.
  • Exceptional organizational, time management, and multitasking skills.
  • Valid driver's license with a clean driving record.

Preferred Qualifications:
  • Availability to work up to 25 hours a week, especially on Mondays.
  • Knowledge of cybersecurity principles and best practices.
  • Familiarity with cloud services such as AWS, Azure, or Google Cloud.
  • Understanding of database management systems.

Estimated Time Allocation:
  • 70% - Handling calls/emails and collaborating with the team to resolve issues (~18 hours/week)
  • 20% - Hardware management (~5 hours/week)
  • 10% - Knowledge Base Documentation (~2 hours/week)

Benefits:
  • Gain practical experience in a professional IT setting.
  • Receive mentorship and training from seasoned IT professionals.
  • Engage in impactful IT projects.
  • Networking opportunities within the industry.
  • Potential for future employment opportunities.