Summary/Objective
The IT Support Intern provides entry-level technical support to RGL teammates while gaining hands-on experience in a business IT environment. Working alongside IT Operations teammates, the intern assists with ticket triage and remediation, endpoint and peripheral setup, asset and badge records, and support documentation. This position is intended for a student enrolled in or completed an IT support, help desk, or related technical program, and duties are structured to reinforce classroom learning with practical, supervised work experience.
Essential Functions
- Assist with IT support intake by answering calls, monitoring the ticket queue, gathering issue details, and documenting tickets accurately in the Service Desk Plus ticketing system
- Resolve routine first-level issues under guidance — account and password requests, Microsoft 365 and application questions, and basic connectivity problems — and escalate anything beyond assigned scope to an IT teammate
- Set up, configure, deploy, and retire Windows endpoints, mobile devices, and peripherals by following documented procedures and checklists
- Assist with printing and scanning support across RGL locations, including MFPs, label printers, and scanners — supplies, driver installation, basic troubleshooting, and coordinating vendor service calls
- Create, print, and issue teammate badges, and help keep badge records, printers, and supplies accurate and stocked
- Assist with two-way radio and accessory assignment, tracking, battery maintenance, and inventory
- Maintain accurate IT asset and inventory records in Snipe-IT, including check-in and check-out, tagging, ownership updates, and disposal documentation
- Draft and update knowledge base articles, how-to guides, and support documentation for common end-user issues
- Assist with new-hire technology setup, device staging, and materials
- Adherence to RGL's IT Change Management Processes
- Participate in IT projects and team meetings by shadowing IT teammates, testing changes, and completing assigned project tasks
- Perform other duties assigned by management
Qualifications:
Required / Expected
- Current enrollment in, or recent completion of, an Information Technology or related program, or equivalent hands-on experience, with a basic understanding of PC hardware, Windows operating systems, and user support.
- Basic working familiarity with Windows PCs, Microsoft 365 applications (Outlook, Word, Excel, Teams), mobile devices, and printers and peripherals
- Customer service mindset, with patient, courteous, and professional communication with teammates at all levels of technical skill
- Willingness to document work clearly and consistently in tickets, asset records, and support procedures
- Ability to follow written procedures, ask questions when unsure, and escalate issues appropriately rather than working outside assigned scope
- Dependability and the ability to maintain a consistent, scheduled work presence that is coordinated around class commitments
- Ability to handle confidential teammate and company information, physical access credentials, and security matters with discretion
Preferred
- Coursework or hands-on experience with help desk and ticketing systems, IT documentation, or IT asset management tools
- Progress toward CompTIA A+ or a similar entry-level technical support certification
- Prior customer service, retail, or other teammate-facing or customer-facing work experience in any field
- Interest in logistics, warehousing, or other operationally intensive environments where system availability directly affects daily execution
Relevant Certification Tracks (not required)
- CompTIA Helpdesk Essentials or A+ (completed or in progress)
- Microsoft Certified Fundamentals (MS-900 or SC-900)
- Introductory ITIL or service management awareness training
Competencies
- Work Safe, Live Safe
- Treat Everyone with Dignity and Respect
- Act with Honesty and Integrity
- Continuously Improve
- Be Accountable
Position Type/Expected Hours of Work
This internship position provides flexible scheduling to accommodate academic commitments. Interns are expected to work within the IT department's normal operating hours of Monday through Friday, 7:00 AM to 5:00 PM, as availability permits. Specific work hours will be determined collaboratively with the intern's supervisor and may be adjusted periodically to meet both business and educational needs.
Travel Occasional travel to RGL locations (Green Bay, Appleton, and Neenah). Will be able to “ride-along” with another IT Teammate.
We are an equal opportunity employer offering a competitive benefits package in a drug-free workplace.
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