Job Description
Job Description
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.