Job Description

The IT Intern supports the Information Technology team by assisting with day-to-day technical operations, user support, system maintenance, and technology projects. This role provides hands-on experience in troubleshooting hardware and software issues, supporting company systems and equipment, and learning best practices in IT service delivery. The IT Intern gains practical exposure to technology operations while contributing to a positive and efficient user experience across the organization while helping ensure team members have reliable access to the systems and tools needed to support exceptional guest and team member experience.

Requirements

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provide first-level technical support by responding to, troubleshooting, and resolving help desk tickets related to hardware, software, peripherals, user access, and network connectivity issues.
• Diagnose and resolve common operating system, application, and device-related issues across Windows and Mac environments, escalating complex issues as needed.
• Deliver exceptional customer service by assisting team members with technology-related questions and providing clear guidance on the effective use of company systems, applications, and tools.
• Support new hire onboarding by preparing equipment, creating user accounts, assigning appropriate system access, and ensuring a seamless Day One technology experience.
• Configure, image, deploy, and maintain laptops, desktops, monitors, printers, mobile devices, and other technology assets.
• Assist with routine system maintenance activities, including software installations, updates, patch management, security enhancements, and operating system upgrades.
• Support network operations through basic troubleshooting of Wi-Fi connectivity, internet access, cabling, and other infrastructure-related issues.
• Create, maintain, and improve end-user training materials, knowledge base articles, technical documentation, and standard operating procedures (SOPs).
• Assist with IT inventory management by tracking hardware assets, maintaining accurate equipment records, and supporting device lifecycle management processes.
• Partner with the IT Lead on technology projects, including system implementations, hardware rollouts, cloud-based solutions, software upgrades, and infrastructure improvements.
• Participate in team meetings, training sessions, and project reviews to develop technical knowledge, enhance problem-solving skills, and gain exposure to IT best practices.
• Adhere to company security, data privacy, and technology policies while maintaining the confidentiality and integrity of company information and systems.
• All Other Duties as Assigned

QUALIFICATION REQUIREMENTS:

• Basic knowledge of computer networking, cloud-based applications, cybersecurity principles, and IT best practices.
• Basic understanding of computer hardware, software applications, operating systems, and networking concepts.
• Familiarity with Windows 10/11 and basic knowledge of macOS or Linux, and common business applications such as Microsoft 365.
• Basic understanding of PC components (RAM, SSDs, Motherboards), peripherals, TCP/IP, DNS, DHCP, and how a router and switch functions.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve routine technical issues.
• Excellent customer service skills with a willingness to assist users of varying technical abilities.
• Strong verbal and written communication skills, including the ability to explain technical concepts in a clear and user-friendly manner.
• Ability to prioritize tasks, manage multiple requests, and meet deadlines in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to maintain confidentiality and exercise discretion when handling sensitive company and employee information.
• Demonstrated initiative and eagerness to learn new technologies, systems, and industry best practices.
• Ability to work independently with minimal supervision while also collaborating effectively as part of a team.

EDUCATION and/or EXPERIENCE REQUIREMENTS:

• Enrollment in or recent completion of a degree or certification program in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field preferred.
• Must possess a valid driver's license and maintain reliable transportation to travel between company locations as needed.

PHYSICAL REQUIREMENTS:

• Frequently operate computers, laptops, mobile devices, and other technology equipment for extended periods of time.
• Regularly sit, stand, walk, bend, stoop, kneel, and reach while performing job duties.
• Frequently move throughout office, restaurants, and event facility environments to provide technical support.
• Lift, carry, push, and/or pull technology equipment and supplies weighing up to 40 pounds.
• Ability to install, connect, and troubleshoot equipment located under desks, behind workstations, and in equipment rooms.
• Ability to safely use hand tools and equipment necessary for workstation setup, cable management, and hardware installation.
• Occasionally climb ladders or step stools to access networking equipment, displays, or cabling infrastructure.
• Ability to travel between company locations as needed to provide onsite technical support.
• Ability to work in both office and restaurant environments, which may include exposure to varying temperatures, noise levels, and operational activity.
• Ability to visually inspect equipment, read screens and technical documentation, and distinguish colors used in cabling and system indicators.