Information Technology Intern (Remote Internship)

 RSI Security - Company site
 August 2, 2022
 San Diego CA 92127 United States

THIS IS A REMOTE, WORK-FROM-HOME POSITION

Purpose of this Position:

The Information Technology Intern is responsible for learning how to troubleshoot issue requests and maintain inventory for internal and external clients.  This person will learn how to determine and execute changes to hardware, software, applications, and systems.

Qualifications: 

  • Pursuing Bachelor’s degree in Information Technology or other computer-related field or equivalent experience.
  • A minimum of 1 year of technical support experience, preferred but not required.
  • Experience working for a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) preferred, but not required.
  • Strong customer service skills.
  • Excellent written and oral communication skills.
  • Experience with Windows Server, VMWare, and Active Directory preferred, but not required.
  • Experience with a variety of ticketing systems and remote monitoring tools such as Zendesk, ConnectWise, LabTech, Bomgar, etc.
  • Experience with security solutions such as Rapid7, Nessus, or other open-source security tools preferred, but not required.
  • Valid driver’s license.

Physical Requirements:

  • Ability to sit at a desk for long periods of time. 
  • Ability to clearly communicate with customers and staff through verbal and written communications. 
  • Ability to type, handwrite, use computers, and answer phones daily.
  • Ability to occasionally lift up and/or move up to 50 lbs. 

Primary Accountabilities of the position:

  • Dispatch & Ticket Management
    • Monitor service desk board in ConnectWise
  • Technical Operations
    • Technical Support
    • Operate and maintain IT technical tools and services
  • On-Site Visitation
    • Scheduled and Reactive Appointments
    • Customer Communication & Service
    • New Equipment Setup and Deployment

Duties & Responsibilities for each Accountability:

  • Dispatch & Ticket Management
    • Monitor service desk board in ConnectWise
      • Maintain a constant watch on the board and respond to the clients in order to meet SLA
      • Coordinate with team to ensure that client needs are met in a timely and responsive manner
      • Create client documentation per specific processes that are unique to the client for future technicians
      • Record time and create internal notes to outline how issues were resolved
  • Technical Operations
    • Technical Support
      • Create tickets and markdown technical information on the client’s behalf
      • Coordinate with the client to remote in or otherwise resolve their issues
      • Learn and adapt to meet the various issues that appear
      • Configure, upgrade and relocate PC hardware, software, and print devices
      • Perform software and hardware configuration across the Windows platform
      • Design, develop, and test workflow processes for end-user developed applications, providing proof-of-concept support
      • General end-user profile maintenance
    • Operate and maintain IT technical tools and services
      • Reach out to CW support at any point of failure and ensure that our Labtech tools will be able to serve us in assisting the client
      • Create and upload agents for easy download
      • Administer the backup solution on behalf of clients
      • Research new tools and uses for our current applications
      • Write scripts for improved automation