Managed Services Intern

About the Role

RedHelm's Managed Services organization supports client IT environments across service desk, specialty services, and professional services (ProServ) delivery. This is a learning-focused role where the intern assists the Service Desk and broader Service Delivery teams with basic Tier 1 tasks, ProServ support, and documentation while building foundational MSP experience. Work is coordinated and prioritized daily, and the intern follows documented processes and escalation paths.

Key Responsibilities

• Complete pre-scheduled support tasks assigned by the program lead
• Check in daily with the program lead and PMO on short-notice and coverage needs
• Work basic Tier 1 tickets across the service desk queues, prioritizing tickets approaching SLA breach and escalating anything beyond intern scope
• Assist Specialty Services with MACD (moves/adds/changes/deletes) tasks
• Perform simple, well-documented user tasks such as password resets and basic account or license updates, under supervision
• Provide on-site "smart hands" support as needed on client sites
• Build and maintain documentation for onboarding clients
• Accurately record steps, resolutions, and client communications in the ticketing and documentation systems
• Escalate promptly, ask questions, and follow established procedures and guidance

Requirements & Tech Stack

• Basic troubleshooting of Windows and macOS operating systems
• Familiarity with user account management in Active Directory and cloud identity platforms
• Basic understanding of TCP/IP networking and wired/wireless connectivity
• Ability to support common business applications, VPN clients, and virtual desktop environments
• Awareness of security fundamentals such as MFA, password hygiene, endpoint protection, and email security

Qualifications

• Strong customer service orientation with the ability to remain professional under pressure
• Clear verbal and written communication skills, including the ability to explain technical concepts to non-technical users
• Attention to detail in documentation and ticket notes
• Ability to follow defined processes while managing multiple tasks in a fast-paced environment
• Willingness to learn, accept feedback, and develop technical skills over time
• Exposure to end-user technical support, whether through professional, academic, or informal experience (e.g., coursework, personal projects, or helping others troubleshoot)
• Familiarity with ticket-based support or service desk environments is a plus
• Transferable experience from customer-facing roles will be considered
• Great attitude and a willingness to learn

Additional Information

• Full-time paid position, 40 hours per week
• In-office role based in Pittsburgh, PA or Atlanta, GA
• Participation in flexible schedules may be required from time to time
• Valid driver's license and reliable transportation required for periodic local travel to client sites
• Must be able to successfully pass state and federal background checks if requested