IT Service Desk Intern

Job Description

About the Companies

Lensa
Lensa is a career site dedicated to helping job seekers find employment in the US. It operates as a promotional platform, not a staffing firm or direct employer. Lensa promotes jobs on LinkedIn for its direct clients, recruitment ad agencies, and marketing partners. For this specific job, Lensa partners with DirectEmployers to promote it on behalf of ITW. When users click “Apply Now” or “Read more” on Lensa, they are redirected to the job board or employer site, where any collected information is subject to that site’s terms and privacy notice.

ITW (Illinois Tool Works)
ITW is a Fortune 200 global multi-industrial manufacturing leader. In 2019, it reported revenues totaling $14.1 billion. The company operates through seven industry-leading segments, utilizing its unique ITW Business Model to achieve strong growth with best-in-class margins and returns. ITW focuses on markets that require highly innovative, customer-focused solutions. The company boasts approximately 45,000 dedicated colleagues worldwide and is characterized by its decentralized and entrepreneurial culture. As an equal opportunity employer, ITW values unique perspectives, experiences, and ideas, striving to create workplaces where everyone can develop their careers and perform to their full potential. It is committed to equal employment opportunity and fair treatment throughout the entire employment relationship, from hiring to all other aspects.

ITW Deltar Fasteners (Division of ITW)
ITW Deltar Fasteners is a specific division within ITW, specializing in plastic fasteners. It serves major OEMs (Original Equipment Manufacturers) and their tier suppliers, with revenues totaling approximately $260 million. The division’s units are located in Frankfort, IL; Chippewa Falls, WI; and its Commercial Sales and Engineering operations are in Troy, MI. ITW Deltar Fasteners drives profitability by leveraging innovative solutions and application engineering. In addition to ITW’s industry-leading Research and Development capabilities, the division enhances its customers’ competitive advantage by:
• Maintaining advanced engineering and manufacturing facilities in North America.
• Exchanging product, process, and benchmarking information with sister units worldwide.
• Continually improving processes, materials, and designs to ensure products exceed customer specifications and provide unparalleled value.

Job Description: IT Service Desk Intern

ITW’s internship program offers hands-on experience and professional development opportunities within high-growth, dynamic industries. Interns are encouraged to adopt an entrepreneurial mindset, gaining real-world experience by working alongside seasoned professionals. The IT Service Desk Intern will play a crucial role in supporting end users by providing first-level technical assistance and troubleshooting, thereby ensuring smooth daily IT operations.

Key Responsibilities
The IT Service Desk Intern will be responsible for a variety of tasks, including:
• Acting as the initial point of contact for all IT-related support inquiries received via phone, email, web portal, or in-person.
• Processing incoming Office 365 user administration requests, which includes provisioning and de-provisioning user accounts.
• Performing hands-on troubleshooting for both hardware and software issues. This involves installing/upgrading software and configuring systems as needed.
• Maintaining and updating user accounts within Active Directory and Office 365.
• Utilizing remote tools and diagnostic utilities to provide effective support to end users.
• Recording, tracking, and meticulously documenting the service desk incident resolution process, ensuring all actions taken are accurately logged.
• Installing and maintaining antivirus software, making sure virus definitions are consistently up to date.
• Assisting with routine maintenance tasks for workstations, printers, and other peripherals.
• Developing and updating helpful resources for end users, such as help sheets, FAQs, and training materials.
• Identifying potential areas for improvement within IT service operations and providing recommendations based on observations.

Qualifications
To be considered for the IT Service Desk Intern position, candidates must meet the following criteria:
• Currently pursuing a Bachelor’s degree in Computer Science, Information Technology, or a closely related field.
• Possess experience with Microsoft Office Suite and a basic understanding of Windows operating systems.
• Be familiar with Active Directory user maintenance and Office 365 administration.
• Demonstrate the ability to research and troubleshoot technical issues independently.
• Exhibit strong analytical skills and a keen attention to detail.
• Have excellent verbal and written communication skills, with the capability to clearly explain technical concepts to individuals without a technical background.
• Display exceptional customer service skills and the ability to build rapport with end users.
• Be capable of working both independently and collaboratively within a team environment.
• Be available to work on-site five days a week with flexible hours.