IT Support Intern

• Assist with IT support intake by answering calls monitoring the ticket queue gathering issue details and documenting tickets accurately in the Service Desk Plus ticketing system
• Resolve routine first-level issues under guidance account and password requests Microsoft 365 and application questions and basic connectivity problems and escalate anything beyond assigned scope to an IT teammate
• Set up configure deploy and retire Windows endpoints mobile devices and peripherals by following documented procedures and checklists
• Assist with printing and scanning support across RGL locations including MFPs label printers and scanners supplies driver installation basic troubleshooting and coordinating vendor service calls
• Create print and issue teammate badges and help keep badge records printers and supplies accurate and stocked
• Assist with two-way radio and accessory assignment tracking battery maintenance and inventory
• Maintain accurate IT asset and inventory records in Snipe-IT including check-in and check-out tagging ownership updates and disposal documentation
• Draft and update knowledge base articles how-to guides and support documentation for common end-user issues
• Assist with new-hire technology setup device staging and materials
• Adherence to RGLs IT Change Management Processes
• Participate in IT projects and team meetings by shadowing IT teammates testing changes and completing assigned project tasks
• Perform other duties assigned by management

• Current enrollment in or recent completion of an Information Technology or related program or equivalent hands-on experience with a basic understanding of PC hardware Windows operating systems and user support.
• Basic working familiarity with Windows PCs Microsoft 365 applications (Outlook Word Excel Teams) mobile devices and printers and peripherals
• Customer service mindset with patient courteous and professional communication with teammates at all levels of technical skill
• Willingness to document work clearly and consistently in tickets asset records and support procedures
• Ability to follow written procedures ask questions when unsure and escalate issues appropriately rather than working outside assigned scope
• Dependability and the ability to maintain a consistent scheduled work presence that is coordinated around class commitments
• Ability to handle confidential teammate and company information physical access credentials and security matters with discretion

• Coursework or hands-on experience with help desk and ticketing systems IT documentation or IT asset management tools
• Progress toward CompTIA A or a similar entry-level technical support certification
• Prior customer service retail or other teammate-facing or customer-facing work experience in any field
• Interest in logistics warehousing or other operationally intensive environments where system availability directly affects daily execution

• CompTIA Helpdesk Essentials or A (completed or in progress)
• Microsoft Certified Fundamentals (MS-900 or SC-900)
• Introductory ITIL or service management awareness training

• Work Safe Live Safe
• Treat Everyone with Dignity and Respect
• Act with Honesty and Integrity
• Continuously Improve
• Be Accountable

Required Experience:

Intern