2023 IT Service Desk Intern

IT Service Desk Intern                                                                                                                                                                                                                                                                                                                                                         

SUMMARY

This summer internship will primarily involve working with the IT Service Desk team. Qualified candidates may also work alongside the IT Infrastructure team on a series of projects which will be selected based on your interest and planned work in the summer of 2023.

GCM’s IT Service Desk is the first line of support for the firm’s users as it relates to enterprise hardware and software requests and issues. Beyond supporting GCM’s users, this team works on several end user technology, automation, and software projects. They also work very closely with our IT Infrastructure and Cybersecurity teams on complex issues and requests. The IT Infrastructure team is responsible for designing, implementing, managing, and supporting the firm’s IT infrastructure, both on-premise and in the cloud (AWS and Azure). IT infrastructure solutions include, but are not limited to, collocation data centers, public cloud infrastructure (IaaS and PaaS), infrastructure automation, networking, storage, servers, end user technologies, and monitoring services.

The IT Service Desk intern will start by getting trained on GCM’s end user technology stack which includes Microsoft 365, Azure Active Directory, Azure Virtual Desktop, Windows 10 administration, Active Directory, Exchange Online, SharePoint Online, Atlassian (e.g., Jira Service Desk), and Cisco Meraki and AnyConnect solutions. Once the intern has the required foundational knowledge, they will start supporting our users and their technology needs by handling tickets or calls.

Applicants must be available to dedicate 10 full-time weeks during the summer to the internship. The summer will culminate in a presentation to the Technology leadership team reviewing the intern’s summer experience and what they learned. The team is looking for a student who is passionate about technology, excited to grow in every way, unafraid to try new things and even to fail at times along the way.

RESPONSIBILITIES           

The intern will be involved in the following activities:

• Support end users seeking technical assistance over email, phone or in person as it relates to end user hardware (e.g., computers, phones, mobile phones, tablets, printers, etc.) as well as enterprise software solutions (e.g., Microsoft Office suite, Adobe, Foxit, SharePoint, Zoom, remote access, virtual desktop solutions, etc.).
• Provide end users with regular updates on their requests or issues.
• Order, configure and provision end user hardware and enterprise software and solutions (for new hires and existing staff).
• Provide information and training to end users as it relates to IT products and services managed by the Service Desk.
• Perform troubleshooting (in person or remote) through diagnostic techniques.
• Escalate issues to the appropriate technology teams if the Service Desk cannot handle.
• Assist and work on end user technology or automation projects by partnering with our engineers to perform analysis, research, design, documentation, implementation, and troubleshooting.
• Document self-service instructions for end users and knowledge base articles for the Service Desk team.
• Define, manage and continuously improve processes related to end user support.
• Perform related duties as assigned.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS

The ideal experience and competencies for the role include the following:

• Pursuing a B.A./B.S. degree with a concentration in in Information Technology & Management, Network Engineering, Cybersecurity, Computer Science, Information Design, Management Information Systems, Computer Engineering, Analytics, or related field.
• Experience using Microsoft OS and applications including Office 365 and Windows 10.
• Classroom knowledge of or experience with at least one programming or scripting language such as Python, PowerShell, C#, JavaScript, Ruby, etc.
• Experience with Microsoft 365 is a plus.
• Experience with Mac OS and Apple iOS is a plus.
• Ability to adapt within a rapidly changing environment.
• Strong interest in learning new technologies and helping users with technical issues and questions.
• The ability to articulate your thoughts in a clear and concise manner to both business users and IT staff through written correspondence, presentations and/or meetings.
• Demonstrated team player, self-starter, and independent thinker.
• Superior customer service skills, interpersonal skills, and work ethic.
• Strong verbal and written communication skills.

OUR DEPARTMENT AND CULTURE

The Technology department has adopted a cloud-first strategy with over 90% of our infrastructure residing in Azure and AWS. We are progressive in our embrace of new technology and are looking for team members who enjoy being on the cutting edge.  For the remainder of 2022 and into 2023, the IT Infrastructure and Service Desk teams will continue driving our adoption of Microsoft 365 and other enterprise services to improve productivity and efficiency, drive more self-service capabilities and automation through our Service Desk portal, revamp and automate how we provision and de-provision users, migrate on-premise file shares to SharePoint Online, improve our management and monitoring solutions, upgrade our firewall and wireless infrastructure, and more. In the Technology department, we are not afraid to think differently. Embrace new ideas. Dream big. Welcome change. We are a culture of empowerment, accountability, high performance, and trust. Successful team members are self-motivated and energized by working alongside thoughtful and smart colleagues in a fast-paced environment. Individuals who thrive on this team enjoy being a part of an organization focused on excellence. We look for naturally collaborative individuals who enjoy interacting at all levels of the organization.

EQUAL OPPORTUNITY EMPLOYER M/F/D/V