IT Intern – Managed Service Provider (MSP)

Help Desk Analyst Intern

Job Description

Position Summary

The Help Desk Analyst Intern provides entry-level technical support while gaining hands-on experience in a Managed Services Provider environment. This role is intended for individuals pursuing a career in information technology and does not require prior professional IT experience.

Key Responsibilities

Client & Internal Support

• Assist with client support requests under supervision.
• Support password resets, account unlocks, and basic user support tasks.
• Assist with Microsoft 365 end-user issues.
• Troubleshoot common workstation, software, printer, and peripheral issues under guidance.

Ticket Management

• Document assigned work in the ticketing system.
• Update tickets with troubleshooting steps and resolution notes.
• Escalate issues appropriately when assistance is required.
• Follow established support procedures and service standards.

Learning & Development

• Shadow Tier 1, Tier 2, and Tier 3 technicians.
• Participate in technical training and coaching.
• Assist with inventory, workstation setup, and basic project tasks.
• Gain exposure to cybersecurity, compliance, networking, cloud, and MSP service delivery.

Required Skills

• Basic understanding of Windows operating systems
• Basic understanding of Microsoft Office applications
• Familiarity with computers, printers, and common technology devices
• Ability to learn technology quickly
• Strong attention to detail
• Strong customer service mindset
• Good verbal and written communication
• Positive attitude and willingness to learn

Preferred Skills

• Basic knowledge of Microsoft 365
• Basic knowledge of Active Directory
• Basic networking concepts
• Computer hardware knowledge
• Participation in technology projects, labs, certifications, or personal learning

Qualifications

• No professional IT experience required.
• Some college coursework in Information Technology, Computer Science, Cybersecurity, Networking, or a related field preferred.
• Enrollment in a vocational, technical, or workforce development program related to technology preferred.
• High school diploma, GED, or equivalent education path preferred.

Performance Expectations

• Reliable attendance and punctuality.
• Willingness to learn and follow instructions.
• Accurate basic documentation and timely updates.
• Professional communication with clients and team members.
• Positive attitude, teamwork, and accountability for assigned tasks.

Benefits

• This internship position is not eligible for company benefits.

Note: This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications associated with the role. Employment remains subject to company policies and applicable law.