IT Lab Intern

Job description

Who we are:

Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner.

Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.

What the role is:

IT Lab Intern

Level: Entry-Level

Reports To: Workstation Team Lead

Basic Scope and Function:
The Lab Internship is a unique position, with the opportunity to learn the ins and outs of our Service Delivery team, while being a helpful resource for our Workstation Specialists and Support Analysts.

Supported by our Workstation Team Lead, our Lab Interns are eager to learn and roll up their sleeves! They’ll be called on to help image machines, troubleshoot workstations, coordinate shipment of client equipment, and may have the opportunity to join our phone queue to help our clients get the exceptional service they are looking for. This is a great foundational role for someone looking to grow their career in the IT industry.

Accountabilities:
The intern’s daily responsibilities will be assigned by the Workstation Team Lead, and may include the following:

Lab Service Request Management

• Assist with PC builds, rebuilds, and workstation troubleshooting as per Network Coverage standards.
• Ensure all equipment worked on is properly backed up prior to any work being done.
• Provide daily updates on lab tickets to corresponding Team Lead.
• Ensure that all work performed is documented in ConnectWise, and completed in a timely, accurate and detailed manner.
• Keep client contact informed of progress and set appropriate expectations.

Shipping & Receiving

• Coordinate shipping of all equipment with appropriate team members
• Track shipments to confirm delivery and receipt
• Collaborate with internal teams to coordinate community related shipping and receiving

Lab Management

• Ensure lab and surrounding area is kept tidy and presentable
• Maintain equipment inventory and assist People and Culture team in assigning machines to new or existing employees
• Track equipment for recycling and coordinate vendor pickup with People and Culture

Service Desk Support

• Support may include but is not limited to:
• Complete onsite support when short staffed or our client experience teams require assistance.
• Assist the service desk in the phone queue by answering calls and troubleshooting level 1 support tickets when required.
• Troubleshooting Wakefield, MA office related service requests and assist with vendor coordination.

Criteria for Success:

• Interest/Course work in Information Technology (Major in Information Technology preferred)
• 0-1 years’ experience in the IT industry, including previous internship experience
• Exceptional verbal and written communication skills
• Desire to be a Network Coverage and develop lasting relationships in our community
• Client focus with an ability to maintain relationships and resolve client conflicts
• Detail oriented; follow established policies and procedures

Technical Expertise:

The below technical competencies are included to give an idea of the type of environments we work with. If you have limited experience with any of these technologies but feel you would be a great fit for the role as described above, we encourage you to apply!

• Proficient Microsoft Windows XP, Vista, 7, 8, 10, 11
• Microsoft Office
• Printer, Workstation, Server Hardware
• Anti-virus/Malware/Spyware Software
• Remote Desktop Technologies
• TCP/IP, DNS, DHCP, WAN, LAN, VOIP, WLAN
• Data Backup
• Mac experience preferred.

Role Logistics

• This is a part time, onsite (in Wakefield, MA office) internship position.
• Estimated hours 20 – 29 per week.
• Flexible schedule. Business hours are Monday through Friday, 8:00 am to 5:00 pm
• This role may require travel to community offices (including offices and client offices), and company events where locations will vary.
• Estimated Salary $18.00 - $20.00 per hour depending on experience.

Salary : $18 - $20