IT Intern – IT Support

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Evaluate new Freshservice tickets for thoroughness, assign categories and priorities, and direct requests to the suitable technician or team.

• Detect unassigned, outdated, duplicate, or inactive tickets; follow up with ticket owners; and highlight imbalanced workloads for managerial review.

• Generate reports on ticket volume, backlog, SLA performance, and prevalent request types.

• Create summaries for team meetings utilizing the AI toolkit.

• Collaborate with IT Engineering, Enterprise Systems, IT Operations, and Workplace Technology teams.

• Acknowledge requests, gather missing information using approved templates, provide status updates, and confirm whether users still require assistance.

• Partner with seasoned engineers to understand support operations, manage real user requests, and contribute to the development of more efficient support workflows.

⛳️ Requirements

• A willingness to embrace new challenges and see them through to completion.

• An eagerness to ask questions and learn from errors.

• A curiosity and interest in enhancing processes.

• Ability to work collaboratively as part of a team.

• Strong organizational skills and attention to detail.

• Clear and professional communication skills.

• Ability to prioritize tasks and exercise sound judgment.

• Basic technical literacy and a readiness to learn.

• Capability to follow troubleshooting guides and understand Freshservice workflows.

• Discretion and respect for access boundaries.

• Currently enrolled at an educational institution, as indicated in the required application question.

• Must reside in and be legally authorized to work in the United States or Canada.

• Successful candidates are required to undergo a background check.

🏝️ Benefits

• Generous PTO policy - 2.08 days per month (1.5 work weeks per 4 month term).

• Company-wide wellness days (1 per quarter).

• Employee-led inclusion and belonging programs and ERGs.

• Remote-first work environment.

• Peer-to-peer recognition through Bonusly.

• Access to 1Password University and learning sessions.

• Monthly internship events and social gatherings.

• Opportunities for travel for in-person engagement, including annual department-wide offsites, team meetings, and customer/industry events.