IT Contact Support Intern, Pensacola, Florida

About the Role

The IT Contact Support Intern provides technical support to Huron employees, diagnosing, troubleshooting, and resolving entry-level and advanced IT issues. This role requires adherence to defined policies and operating procedures. Technical support is delivered to both in-office and mobile workforces.

Key Responsibilities

• Technical troubleshooting of IT hardware and software issues in a timely manner.
• Appropriately handle multiple IT support requests simultaneously through different mediums of communication.
• Support of various devices running operating systems such as iOS, MacOS, Android, and Windows OS.
• Update the relevant IT ticketing system to record customer interactions, technical steps taken, comments, and complaints.
• Image Windows 11 laptops for break/fix scenarios (in-office).
• Respond, resolve, or escalate all service requests and incidents following established procedures and SLA.
• Assist employees with business-related processes such as entering employee time, expenses, and project-related details within Enterprise Resource Planning tasks.
• Develop and manage effective professional working relationships with the user community, co-workers, and interdepartmental colleagues.

Requirements & Tech Stack

• Technical troubleshooting of IT hardware and software issues.
• Support of various devices running iOS, MacOS, Android, and Windows OS.
• IT ticketing system usage.
• Imaging Windows 11 laptops.
• Understanding of established procedures and SLA.
• Experience with Enterprise Resource Planning tasks.
• Experience with Windows, Mac, and mobile platforms.
• Experience with remote technical issue resolution.
• Understanding of elevated permissions, registry changes, and Active Directory.

Qualifications

• Associate degree with an emphasis in Information Technology or a closely related field.
• One or more years of Customer Service experience.
• Relevant Microsoft IT certifications preferred.
• Office 365 Admin experience preferred.
• Ability to diagnose, troubleshoot, and resolve issues on Windows, Mac, and mobile platforms.
• Excellent problem-solving skills with the ability to multi-task & adapt to changing priorities quickly.
• Excellent verbal and written communication with strong customer service skills.
• Ability to work independently and as part of a team.
• Willingness to learn and ambition to take on new/difficult challenges.

Location: Pensacola, Florida - Onsite Opportunity

Schedule: 100% onsite, Monday-Friday 8:00 AM - 5:00 PM

Compensation: $25/hr

Position Level: Intern