Intern, IT Operations (6-Month Term)

• You will collaborate closely with:
  • Service Desk & Infrastructure teams supporting core platforms endpoints and networks
  • Application owners and vendors supporting business and productivity applications
  • Information Security to ensure secure handling of accounts devices and data
  • HR and business stakeholders supporting onboarding/offboarding processes and ongoing user needs
• Act as the trusted first point of contact for incidents requests and questions across technology and business applications.
• Engage users through multiple channels (ticketing system chat email phone collaboration tools) with professionalism empathy and clarity.
• Ask structured thoughtful questions to understand issue context business impact and urgency.
• Translate technical and application-related issues into clear plain-language explanations.
• Operating systems browsers and productivity platforms (e.g. Microsoft 365 Teams Exchange)
• Business and productivity applications within defined Level 1 scope
• Network access and basic connectivity (Wi-Fi VPN remote access)
• Basic device and account support
• Contribute to continuous improvement by:
• Accurately categorizing and tagging tickets
• Converting repeat issues into knowledge base articles
• Providing feedback to improve AI accuracy and self-service effectiveness
• Perform Level 1 identity and access tasks in line with policy:
• Password resets account unlocks MFA setup and troubleshooting
• Standard access requests using predefined roles and workflows
• Support onboarding/offboarding processes to ensure colleagues have the right access at the right time.
• Follow identity verification procedures rigorously.
• Opportunities for automation standardization or experience improvement Support initiatives focused on raising service quality improving first-contact resolution and reducing repeat incidents.

• Basic Knowledge & Learning Foundation
• Basic understanding of IT support or service desk concepts (academic project or internship experience acceptable)
• Familiarity with Windows and/or macOS browsers and mobile devices
• Knowledge of Cloud productivity tools such as Microsoft 365 or Google Workspace
• Basic networking concepts (IP WiFi VPN beginner level)
• Interest in AI tools automation and modern IT systems
• You treat support as a service relationship not just a ticket queue
• Clear calm and audienceappropriate communication
• Ability to resolve escalate appropriately and stay accountable
• Willingness to document share knowledge and continuously improve
• Consistently follows security and data protection practices

For a closer look at how you can build your career with us we invite you to explore .

CC&L Financial Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender ethnicity religion sexual orientation or expression disability or age.

Your application will be reviewed by a member of the hiring team - AI is not used in the screening assessment or selection of applications at this time.