IT Service Desk Support Intern

For over 20 years iGov''s products and services reflect a commitment to our mission to deliver innovative, mission-centric IT solutions to our government customers. We are a highly focused engineering and management services company, and our capabilities help our customers meet their mission-critical program needs. We are seeking an IT Service Desk Support Intern to join our team!

The IT Service Desk Support Intern will provide assistance for all end-user technical support requests. This position is responsible for providing exceptional customer service while diagnosing, troubleshooting, and resolving common hardware, software, network, and account-related issues. The technician will document all work performed, escalate complex issues when necessary, and ensure users can effectively utilize company technology resources.

Essential Responsibilities:

Customer Support:

• Serve as the first point of contact for all IT support requests via phone, email, Teams, or ticketing system.
• Provide courteous, professional, and timely customer service.
• Respond to support requests within established Service Level Agreements (SLAs).
• Communicate technical information in a manner easily understood by non-technical users.
• Follow up with users to ensure issues are fully resolved.

Desktop Support:

• Install, configure, and troubleshoot Windows desktop and laptop computers.
• Image and deploy new workstations.
• Configure monitors, docking stations, keyboards, printers, webcams, and other peripherals.
• Perform workstation hardware replacements including memory, hard drives, and accessories.
• Assist with office moves and workstation relocations.

User Account Administration:

• Create, modify, disable, and unlock user accounts.
• Reset passwords and assist with Multi-Factor Authentication (MFA).
• Configure user permissions according to company policies.
• Maintain Active Directory and Microsoft Entra ID user accounts.
• Assist users with Microsoft 365 applications.

Software Support:

• Install approved software applications.
• Troubleshoot Microsoft Office, Teams, Outlook, Adobe Acrobat, browsers, and business applications.
• Configure email profiles and troubleshoot Outlook connectivity issues.
• Apply software updates as directed.

Hardware Support:

• Troubleshoot desktop and laptop hardware issues.
• Diagnose printer and scanner problems.
• Replace defective peripherals.
• Coordinate warranty repairs with vendors.
• Maintain inventory of IT equipment.

Network Support:

• Troubleshoot basic wired and wireless connectivity issues.
• Verify network cabling connections.
• Escalate advanced networking issues to senior IT staff.

Mobile Device Support:

• Configure smartphones and tablets.
• Assist users with Microsoft Intune enrollment.
• Support Microsoft Authenticator and MFA applications.
• Troubleshoot mobile email synchronization.

Ticket Management:

• Create and maintain accurate support tickets.
• Document troubleshooting steps and resolutions.
• Prioritize tickets based on business impact.
• Escalate unresolved issues to Level II support.
• Meet established ticket closure metrics.

Asset Management:

• Track assigned hardware assets.
• Update inventory records.
• Prepare new equipment for deployment.
• Recover equipment during employee offboarding.

Security Responsibilities:

• Follow all cybersecurity policies and procedures.
• Identify and report suspicious emails and potential security incidents.
• Ensure devices meet company security standards.
• Assist with endpoint encryption and antivirus verification.
• Support compliance with company security policies.

Documentation:

• Maintain knowledge base articles.
• Document recurring issues and resolutions.
• Update IT procedures as directed.
• Assist in creating end-user documentation.

Other Duties:

• Assist with conference room technology setup.
• Support office equipment installations.
• Participate in IT projects as assigned.
• Perform other duties as required.

Essential Required Experience & Skills:

• Working on an a bachelor''s degree in information technology, Computer Science, or related field preferred. Equivalent work experience may be substituted.

EEO: M/F/D/V

If you have a disability or special need that requires accommodation during the hiring process, please let us know by emailing our HR department at HR@igov.com.