Intern IT Infrastructure

Duties and Responsibilities (Essential Functions): 

Service Desk and End User Support

• Respond to and triage incoming end-user support requests through the Help Desk system, email, and telephone in a professional and courteous manner.
• Perform first-level troubleshooting for hardware, software, and peripheral issues and escalate tickets according to established procedures.
• Provide desktop-level support including software installation, upgrades, system configuration, and hardware setup.
• Gather detailed problem information from end users and clearly document issues and resolutions.
• Schedule and coordinate support sessions with appropriate IT team members when advanced assistance is required.

Systems, Hardware, and Asset Management

• Install, configure, and deploy desktop equipment and peripherals including computers, printers, and related accessories.
• Maintain accurate IT asset inventory records, including lifecycle status, manufacturer, model, and serial numbers.
• Perform routine system health checks and assist with maintenance activities under supervision.
• Prepare retired or obsolete equipment for salvage or disposal in accordance with IT and security standards.

Cybersecurity and Infrastructure Exposure

• Assist with cybersecurity-related projects and tasks supporting the Information Security and Infrastructure teams.
• Support efforts to maintain secure systems and networks by following established security controls, procedures, and best practices.
• Escalate potential security, business continuity, or system availability concerns to appropriate team members.
• Gain exposure to networking, storage, and infrastructure concepts through hands-on learning and guided assignments.

Documentation, Ticketing, and Process Support

• Accurately document Help Desk activity, including user information, issue details, troubleshooting steps, and resolutions.
• Track and update tickets throughout the problem-solving lifecycle using designated IT service management tools.
• Utilize knowledge bases, software updates, drivers, and online resources to support issue resolution.
• Assist with maintaining and improving documentation related to IT processes, procedures, and end-user support.

Learning, Collaboration, and Professional Development

• Participate in a structured and mentored learning environment to build foundational knowledge across IT Infrastructure disciplines.
• Learn and apply new technologies, tools, and processes used by the Credit Union.
• Collaborate with IT team members on projects and daily activities while demonstrating accountability, curiosity, and professionalism.
• Support recommendations for end-user training opportunities in partnership with Corporate Training Services when appropriate.

Additional Requirements: 

• Foundational understanding of computer hardware, operating systems, and common software applications.
• Basic familiarity with Service Desk or customer support concepts.
• Interest in infrastructure, networking, cybersecurity, or IT operations.
• Ability to follow troubleshooting procedures, document work accurately, and escalate issues appropriately.
• Strong attention to detail and ability to manage multiple tasks.
• Effective verbal and written communication skills.
• Proficiency with Microsoft Office applications.
• Commitment to confidentiality, data security, and organizational policies.
• Exposure to CompTIA A+ or Network+ concepts preferred.
• Familiarity with imaging or software deployment tools such as SCCM preferred.
• Awareness of collaboration tools including Teams, Zoom, and Slack.
• Basic understanding of software and system lifecycle concepts.
• Ability to communicate professionally with employees, members, vendors, and business contacts.
• Ability to demonstrate the core values of honesty, integrity, mutual respect, pride, and ownership.