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Key Responsibilities and Required Skills for IT Internship

💰 $15/hr - $30/hr

Information TechnologyInternshipHelp DeskSystems Administration

🎯 Role Definition

An IT Internship provides entry-level technical support and operational IT exposure across endpoints, networks, servers, cloud services, and security. The IT Intern will handle day-to-day user support, assist with system deployment and maintenance, participate in small projects to automate repetitive tasks, and learn to operate enterprise tools such as ServiceNow, Active Directory, Microsoft 365, and basic cloud consoles. This role emphasizes on-the-job training, mentorship, and measurable outcomes—resolving tickets, documenting solutions, and contributing to process improvements that scale.

Key keywords: IT Intern, help desk, technical support, Windows, Linux, Active Directory, Office 365, cloud, Azure, AWS, PowerShell, Python, ServiceNow, ticketing, cybersecurity, networking, endpoint management, virtualization.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Internship / Technical Support Intern
  • Academic coursework in Computer Science, Information Systems, or Networking labs
  • Volunteer or part-time help desk / campus IT support

Advancement To:

  • Help Desk Technician / IT Support Specialist
  • Junior Systems Administrator
  • Junior Network Administrator
  • Desktop Support Engineer

Lateral Moves:

  • QA Technician (with focus on automation)
  • Technical Account Coordinator
  • IT Asset / Inventory Coordinator

Core Responsibilities

Primary Functions

  • Provide first- and second-line technical support for employees and end-users by troubleshooting Windows and macOS desktop issues, diagnosing hardware failures, resolving application errors, and documenting solutions in the ticketing system with clear, reproducible steps.
  • Respond to and manage inbound tickets via ServiceNow, Zendesk, Jira Service Desk, or equivalent; prioritize incidents, escalate appropriately, and ensure timely resolution while maintaining high customer service standards and SLA awareness.
  • Assist with user account lifecycle management by provisioning and deprovisioning accounts in Active Directory and Azure AD, resetting passwords, managing group memberships, and applying role-based access controls under supervision.
  • Participate in Office 365 administration tasks including mailbox configuration, Teams/SharePoint permissions, license assignment, troubleshooting email delivery issues, and supporting collaboration tools to improve productivity.
  • Conduct hardware imaging and deployment for laptops, desktops, and tablets using tools like Microsoft Intune, SCCM (Endpoint Configuration Manager), or other imaging utilities; perform hardware inventory tagging and asset tracking.
  • Support basic networking tasks such as configuring Wi-Fi access, troubleshooting VPN connectivity (SSL, IPSec), testing LAN connectivity, and documenting network changes with guidance from network engineers.
  • Assist in routine system administration tasks for Windows Server and Linux systems, including patching, log review, user management, scheduled backups, and simple service restarts while following Change Management processes.
  • Develop and run simple scripts (PowerShell, Bash, or Python) to automate repetitive tasks like account audits, log collection, or bulk provisioning, and document these scripts in the team repository (Git/GitHub/GitLab).
  • Help monitor system health by reviewing alerts from monitoring platforms (Nagios, Zabbix, Datadog, Azure Monitor), triaging false positives, escalating critical incidents, and participating in incident postmortems.
  • Support endpoint security initiatives by deploying antivirus/EDR clients (CrowdStrike, Defender, SentinelOne), validating patch compliance, and assisting with vulnerability scans and remediation tasks.
  • Assist with cloud platform basics by provisioning test resources in Azure or AWS, managing IAM roles for development environments, and following cloud cost and security best practices.
  • Collaborate with senior engineers on small projects such as virtualization tasks (VMware, Hyper-V), storage configuration, or migration proof-of-concepts, delivering progress updates and documenting configurations.
  • Execute routine backup verification and restore tests for file shares and critical systems under supervision, ensuring recovery objectives are met and documented.
  • Perform software application installations, license tracking, and patch management across user endpoints; maintain a software catalog and ensure compliance with corporate licensing policies.
  • Conduct hardware diagnostics, soldering replacement tasks (where appropriate), peripheral troubleshooting (printers, scanners), and coordinate repairs or returns with vendors and procurement.
  • Create and update knowledge base articles, standard operating procedures, runbooks, and user-facing documentation to reduce repeat incidents and enable self-service for common issues.
  • Participate in user onboarding and offboarding processes including configuring new workstations, providing orientation on collaboration tools, and ensuring data is transferred or archived securely.
  • Support mobile device management (MDM) enrollment activities, troubleshoot mobile email and app provisioning, and apply corporate security policies on iOS and Android devices.
  • Assist in basic database tasks such as connecting to SQL instances for runbook data pulls, executing read-only queries for reporting, and exporting/importing configuration snapshots under supervision.
  • Participate in security awareness and compliance activities: help enforce multi-factor authentication (MFA) rollouts, verify baseline security configurations, and assist with phishing simulation follow-ups.
  • Shadow and support change control activities by preparing change tickets, documenting rollback plans, and validating post-change functionality during maintenance windows.
  • Provide remote support and workflow automation for distributed teams by using remote access tools (TeamViewer, AnyDesk, Microsoft Remote Desktop), and creating step-by-step guides for recurring remote issues.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Assist with vendor coordination for warranty claims and RMA processes for faulty hardware.
  • Help with procurement requests and coordinate inventory updates to maintain accurate stock levels.
  • Support testing and quality assurance of new deployments in lab environments before production rollout.
  • Participate in cross-functional training sessions to broaden IT operations knowledge and cross-train on adjacent systems.

Required Skills & Competencies

Hard Skills (Technical)

  • Windows desktop OS troubleshooting and administration (Windows 10/11) — configuring policies, resolving driver issues, and optimizing user profiles.
  • Basic macOS support — account management, system updates, and common application troubleshooting.
  • Active Directory and Azure AD fundamentals — user provisioning, group policies, OU management, and SSO basics.
  • Microsoft 365 (Exchange Online, Teams, SharePoint) administration — mailbox and permission management and troubleshooting collaboration failures.
  • Ticketing systems experience — ServiceNow, Zendesk, JIRA Service Desk: ticket triage, SLA tracking, and knowledge base management.
  • Endpoint management & imaging — Microsoft Intune, SCCM / ConfigMgr, Autopilot, or similar for device enrollment and OS deployment.
  • Scripting for automation — PowerShell, Bash, or basic Python for repetitive task automation and bulk operations.
  • Networking basics — TCP/IP, DHCP, DNS, VPN, and Wi‑Fi troubleshooting; ability to read basic network diagrams and use command-line tools (ping, traceroute, ipconfig).
  • Cloud fundamentals — basic Azure and/or AWS console navigation, IAM concepts, and simple resource provisioning.
  • Virtualization knowledge — VMware vSphere or Hyper-V fundamentals for creating and managing virtual machines.
  • Endpoint security and patch management — familiarity with EDR/AV solutions (Microsoft Defender, CrowdStrike) and patch deployment tools.
  • Remote support tools — proficiency with RDP, TeamViewer, AnyDesk, and secure remote connectivity best practices.
  • Basic SQL — ability to execute read-only queries to retrieve data for troubleshooting and reporting.
  • Backup and disaster recovery awareness — understanding backup verification, restore processes, and RPO/RTO concepts.
  • Hardware diagnostics and repair coordination — laptop/desktop component replacement, peripherals troubleshooting, and vendor RMAs.
  • Basic knowledge of IT asset management and procurement workflows.

Soft Skills

  • Strong verbal and written communication for support interactions and documentation.
  • Customer service orientation with patience and empathy when resolving user issues.
  • Analytical problem-solving and logical troubleshooting approach.
  • Time management and ability to prioritize competing tickets and tasks.
  • Curiosity and continuous learning mindset — eager to upskill on cloud, security, and automation.
  • Team collaboration — works well with cross-functional IT teams and follows guidance from mentors.
  • Attention to detail for accurate documentation, change control, and configuration management.
  • Adaptability in a dynamic environment with shifting priorities and urgent incidents.

Education & Experience

Educational Background

Minimum Education:

  • Currently pursuing or recently completed an associate degree, undergraduate degree, or vocational certificate in Computer Science, Information Technology, Information Systems, Cybersecurity, Network Engineering, or a related technical discipline.

Preferred Education:

  • Pursuing or completed a Bachelor of Science in Computer Science, Information Technology, Cybersecurity, or a related field.
  • Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Fundamentals or Azure Fundamentals, or AWS Cloud Practitioner are a plus.

Relevant Fields of Study:

  • Computer Science
  • Information Technology / Information Systems
  • Network Engineering / Network Administration
  • Cybersecurity
  • Software Engineering / DevOps fundamentals

Experience Requirements

Typical Experience Range: 0–2 years (entry-level); internships, campus IT roles, or part-time help desk experience strongly preferred.

Preferred:

  • Prior hands-on internship or part-time experience in technical support, help desk, or systems administration.
  • Practical exposure to ticketing systems, Active Directory, and Office 365 administration.
  • Demonstrated personal or academic projects involving scripting (PowerShell/Python), virtualization, or cloud labs (Azure/AWS).
  • Clear examples of problem-solving in technical contexts, documented in a portfolio, GitHub, or a support knowledge base.
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