Torchora
Back to Home

Key Responsibilities and Required Skills for Tech Support Intern

💰 $ - $

Information TechnologyTechnical SupportInternshipEntry-Level

🎯 Role Definition

The Tech Support Intern is a foundational role within an organization's Information Technology department. This individual serves as a primary point of contact for colleagues experiencing technical difficulties, offering timely, friendly, and effective assistance. More than just a troubleshooter, the intern is an ambassador for the IT team, ensuring that technology empowers rather than hinders productivity. This position is a unique learning opportunity, providing hands-on experience with a wide array of hardware, software, and networking systems, all while developing crucial customer service and problem-solving skills under the mentorship of senior IT professionals.

📈 Career Progression

Typical Career Path

Entry Point From:

  • University or College students pursuing a technology-related degree.
  • Recent graduates from a technical bootcamp or certificate program.
  • Career changers with a passion for technology and strong self-taught skills.

Advancement To:

  • IT Support Specialist / Help Desk Analyst (Level I/II)
  • Junior Systems Administrator
  • Network Technician

Lateral Moves:

  • Junior QA Tester
  • IT Project Coordinator Assistant

Core Responsibilities

Primary Functions

  • Serve as the first point of contact for technical support requests from end-users, received via ticketing system, email, phone, or in-person walk-ups.
  • Diligently diagnose and resolve hardware issues affecting desktops, laptops, monitors, printers, and other peripherals.
  • Provide comprehensive troubleshooting for software and application problems, including operating systems (Windows/macOS), Microsoft 365, and other business-specific software.
  • Meticulously document all user interactions, troubleshooting steps, and resolutions within the IT service management (ITSM) platform.
  • Install, configure, and upgrade computer hardware, software, and peripheral equipment in accordance with company standards.
  • Assist in the onboarding process by setting up and deploying new workstations, laptops, and user accounts for new hires.
  • Manage the lifecycle of IT assets by assisting with inventory tracking, asset tagging, and the proper decommissioning and disposal of outdated equipment.
  • Address and resolve basic network connectivity issues for both wired and wireless connections, ensuring users can access company resources.
  • Escalate unresolved or complex technical issues to the appropriate senior IT staff, providing clear and detailed context for a smooth handoff.
  • Provide remote assistance to off-site employees and teams, utilizing remote desktop tools to troubleshoot issues effectively.
  • Image and deploy new computers using standard deployment tools to ensure consistency and efficiency across the user base.
  • Manage user accounts and permissions within Active Directory or similar identity management systems, including password resets and group policy assignments.
  • Provide setup and support for audio-visual (AV) equipment in conference rooms for meetings, presentations, and company events.
  • Support and troubleshoot company-issued mobile devices, including smartphones and tablets, and assist with Mobile Device Management (MDM) enrollment.

Secondary Functions

  • Develop and maintain user-facing documentation, how-to guides, and knowledge base articles to promote self-service and reduce recurring support requests.
  • Participate in and contribute to various IT projects, such as office relocations, hardware refresh cycles, or the rollout of new enterprise software.
  • Assist senior staff in performing routine system maintenance, including applying patches, running system updates, and monitoring system health.
  • Help enforce company-wide IT security policies and best practices, educating users on topics like phishing awareness and password security.
  • Contribute to the evaluation and testing of new hardware models, software applications, or IT tools being considered for adoption.
  • Perform root cause analysis on recurring issues to identify underlying problems and suggest long-term solutions.
  • Support ad-hoc data requests and reporting from IT systems, such as pulling ticket metrics or asset inventory lists.

Required Skills & Competencies

Hard Skills (Technical)

  • Solid working knowledge of modern desktop operating systems, primarily Windows 10/11 and macOS.
  • Foundational understanding of computer hardware components (CPU, RAM, storage, peripherals) and how to troubleshoot them.
  • Basic grasp of networking concepts, including TCP/IP, DNS, DHCP, and Wi-Fi.
  • Proficiency with the Microsoft 365 ecosystem (Outlook, Teams, Word, Excel, SharePoint).
  • Familiarity with mobile operating systems (iOS and Android) and common troubleshooting steps.
  • Exposure to IT Service Management (ITSM) or ticketing systems such as Jira Service Management, ServiceNow, or Zendesk.
  • Basic understanding of Active Directory or other directory services for user account management.

Soft Skills

  • Exceptional customer service mindset with a genuine desire to help others solve their problems.
  • Strong analytical and problem-solving abilities, with a knack for thinking through issues logically.
  • Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical users.
  • A high degree of patience, empathy, and professionalism when dealing with frustrated users.
  • Strong organizational skills and the ability to effectively prioritize and manage multiple tasks.
  • A proactive and enthusiastic attitude with a deep eagerness to learn and absorb new technologies.
  • The ability to work both independently on assigned tasks and collaboratively as part of a cohesive team.

Education & Experience

Educational Background

Minimum Education:

Currently enrolled in or recently graduated from a post-secondary program, or possess an equivalent combination of education, certifications, and self-study.

Preferred Education:

Actively pursuing a Bachelor’s or Associate's degree in a technology-related discipline.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Management Information Systems (MIS)

Experience Requirements

Typical Experience Range:

0 - 1 years of relevant experience. This is an entry-level, learning-focused role.

Preferred:

Prior experience in a customer-facing role (e.g., retail, food service, hospitality) is highly valued as it demonstrates core customer service skills. Personal projects involving computer building, home network setup, or software troubleshooting are also a significant plus.

Explore More Careers