About the Role:
We are seeking a motivated and detail-oriented IT Administrative Support Intern to join our team. This role is designed for an individual looking to gain hands-on experience in the administrative side of a Managed Service Provider (MSP) while developing the foundational skills necessary to transition into a more technical position.
As an intern, you will play a crucial role in supporting our IT technicians by managing ticket schedules, handling client communications, and assisting with approvals and service coordination. This position offers a structured pathway for growth, with the opportunity to move into a technical role after one year.
Key Responsibilities:
- Manage incoming calls and emails related to IT support requests, ensuring accurate intake and prioritization.
- Schedule and coordinate service tickets based on technician availability, workload balancing, and SLA commitments.
- Track and monitor client service requests in real time, ensuring prompt handling and effective follow-up.
- Exercise escalation authority by assessing urgency, SLA thresholds, and business impact to route issues appropriately to higher-tier resources or management.
- Communicate directly with clients to confirm approvals, provide status updates, and ensure expectations are met.
- Maintain and update internal documentation and service systems with accurate, actionable data.
- Collaborate with the technical team to improve ticket handling efficiency, resolution time, and client satisfaction.
- Support weekly and monthly SLA performance reporting, including data gathering, metric analysis, and identification of trends or areas for improvement.
- Participate in operational meetings, offering insights on service coordination, delays, and escalation activity.
- Learn and document MSP workflows, escalation paths, and service delivery standards as part of a structured learning plan.
What You’ll Gain:
- A deep understanding of the administrative operations within an MSP.
- Hands-on experience with IT service management tools and processes.
- Exposure to client interactions and IT support workflows.
- A structured pathway to transition into a more technical IT role after one year.
Ideal Candidate:
- Currently pursuing or recently completed a degree in IT, Business Administration, or a related field.
- Strong organizational and communication skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Interest in IT and a willingness to learn technical concepts over time.
- A proactive and team-oriented mindset.
If you’re eager to kickstart your career in IT while gaining valuable administrative experience, we’d love to hear from you!
- Let me know if you'd like any modifications!
- Minimum of 1 year of previous customer service experience.
- Ability to remain professional and courteous in difficult situations.
- Excellent written and verbal communication skills.
- Strong organizational and multitasking skills in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
- $18/H
- Health, Dental, Vision & other additional benefits
- 401K (With 4% Match) eligible after 90 Days
- Generous PTO
Apply to the position, upload your resume, and answer the questions in the application.
- Upon reviewing your resume, we'll send you an email with a link to a perform a one-way video interview.
- Upon reviewing the video interview, we'll email you asking to setup an in-person interview.
- After the interview we will email you asking for references.
- We will call you letting you know our decision and discuss compensation.
- At any point during this process if we feel you will not be a fit, we will let you know, we do not leave applications unanswered!