Job Description

Intern- IT Support Analyst

This is an onsite role that is based in Clearwater, FL.

D&H is growing! Join 100+ year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.

• We are empowered by our employee Co-Owners who provide the industry’s best service, and we promote a collaborative culture.
• We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!
• As a D&H Co-Owner you receive numerous discounts on services.
• We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.

SUMMARY

As an Intern - IT Support Analyst, you will play a critical role in keeping our Tampa office running efficiently. You will be required to support day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), assigning and submitting incidents This is a hands-on position where you will gain exposure to a wide range of technologies while building your technical skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide onsite and remote support for end user systems (Windows & macOS).
• Install, deploy, troubleshoot, repair, and replace IT equipment used in daily operations
• Investigate and troubleshoot issues with operating systems, applications, peripherals, and connectivity
• Build, maintain, and image desktop hardware and replace or upgrade hardware.
• Support IT equipment including:

1. Workstations and tablets
2. Conference rooms and Audio/Video
3. Laser printers, industrial desktop label printers and mobile label printers
4. Servers, switches and other rack-installed systems
5. Network cabling, and other peripherals
6. Install, deploy, troubleshoot, repair, and replace IT equipment used in daily operations
7. Assist with technology setup for operational initiatives and site projects
8. Utilize ServiceNow ticketing system to create, update, triage, and escalate incidents and requests
9. Maintain accurate asset tracking and lifecycle management information for all IT equipment
10. Provide access for vendors & building maintenance contractors
11. Travel to other locations in North America as required
12. Perform other related duties as assigned

KNOWLEDGE, SKILLS, and/or ABILITIES

• Strong troubleshooting and analytical skills with the ability to diagnose root cause and recommend appropriate solutions.
• Working knowledge of end user computing, hardware, and systems.
• Willingness and demonstrated ability to learn and grow skills in networking, server, and system administration.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams, with the ability to use these tools for communication, documentation, and basic analysis.
• Ability to quickly become proficient in proprietary applications.
• Excellent written and verbal communication skills and the ability to interact professionally with technical and non-technical audiences.
• Ability to follow documented processes and procedures with guidance while exercising sound judgment when escalation is required.
• Strong customer service mindset with a collaborative team-player approach.
• Meticulous attention to detail, particularly with asset tracking, documentation, and account related tasks.
• Willingness and ability to learn new technologies and continuously improve technical knowledge.

EDUCATION and/or EXPERIENCE

• Education
• One year Certificate from College or Technical School; or six months to one year of related experience and/or training, or equivalent combination of education and experience.
• Experience
• 1-2 years of demonstrated (referenceable) customer service experience
• 1-2 years of help desk or technical support experience