IT Helpdesk Intern

About the Role

The Technology Service Desk serves as the single point of contact for employee IT support needs, focusing on providing extraordinary customer service and ensuring the success of Podium employees across the organization.

As an IT Helpdesk Intern, you will gain hands-on experience by assisting our core support teams with internal systems, hardware, and applications. This is an incredible opportunity to learn the ropes of enterprise IT support while helping minimize disruptions to business operations. The ideal candidate embodies Podium’s values to be a founder, avoid drama, and enjoy the ride!

What You Will Be Doing (and Learning!)

• Front-Line Support: Assist in providing technical support to Podium employees and contractors via calls, chat, email, and remote support tools.
• Lifecycle Management: Help process employee onboarding and termination tickets, including the on-time delivery of new hire equipment.
• Troubleshooting: Learn to utilize technical skills, historical records, knowledge articles, and diagnostic tools to prioritize and solve user issues.
• Triage & Escalation: Perform basic analysis and triage of technology issues, collecting necessary data and routing complex tickets to Tier 2 support teams.
• Ticket Management: Fulfill Service Requests in accordance with established guidelines and SLAs, taking ownership of your assigned incidents to ensure timely entry, updates, and closure.
• Communication: Communicate directly and effectively with a large and diverse internal audience, ensuring work and issue resolutions are clearly documented.
• Security & Compliance: Ensure compliance with established security policies to protect and control company systems and data.
• Continuous Improvement: Collaborate regularly with technology teams to resolve issues, learn about the latest technology trends, and help improve the overall employee technology experience.

How We Measure Success

During your internship, your growth and performance will be guided by the following key metrics:

• Accuracy and timeliness of Terminations and Onboarding processes.
• Ticket Resolution rate and managed Case Volume.
• Customer Satisfaction Rating (CSAT) from internal employees.
• On-time delivery of new hire equipment.

What You Should Have

• Fluent in English with strong written and verbal communication skills.
• A foundational understanding of MacOS, Windows 10/11, and their built-in applications.
• Fundamental knowledge of iOS mobile devices and applications.
• A basic understanding of, or a strong desire to learn about, email and cloud system support.
• Familiarity with Single Sign-On (SSO) systems and cyber security fundamentals.
• Basic awareness of conferencing audio/visual solutions and VOIP technologies.
• Strong analytical skills with the ability to anticipate obstacles and learn how to develop contingency plans.
• Ability to work independently on assigned tasks, analyze problems, and make decisions with guidance from management.
• Ability to lift up to 50 lbs
• Most importantly: A strong desire to learn new technologies and aggressively grow your technical skill set!

What We Hope You Have (Bonus Points)

• Currently pursuing or recently graduated with a degree in Information Technology, Computer Science, or a related field.
• CompTIA A+ Certification (or currently studying for it).
• Previous customer service experience.

Important Details

• Availability: Must be available to work during U.S. business hours, typically covering the Mountain Time Zone. (25-40 hours per week)