IT Service Desk Intern

Job Description

About the Company (ITW) and Lensa

This job posting is facilitated by Lensa, a career site dedicated to helping job seekers find employment in the US. Lensa is not a staffing firm or agency and does not directly hire for these positions. Instead, it promotes job openings on platforms like LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. For this specific role, Lensa partners with DirectEmployers to promote the job for ITW. When users click “Apply Now” or “Read more” on Lensa, they are redirected to the external job board or employer’s site, where any collected information is subject to that site’s terms and privacy notice. For questions about the posting, Lensa can be contacted at support@lensa.com.

The company offering the internship is ITW (NYSE: ITW), a Fortune 200 global multi-industrial manufacturing leader. In 2019, ITW reported revenues totaling $14.1 billion. The company operates through seven industry-leading segments, each leveraging a unique “ITW Business Model” designed to foster solid growth, achieve best-in-class margins, and generate strong returns in markets that demand highly innovative, customer-focused solutions. ITW employs approximately 45,000 dedicated colleagues worldwide who thrive in the company’s distinct decentralized and entrepreneurial culture.

ITW Deltar Fasteners, the specific division where this internship is located, serves all major OEMs (Original Equipment Manufacturers) and their tier suppliers. This division specializes in plastic fasteners, generating approximately $260 million in revenues. Its operational units are located in Frankfort, IL; Chippewa Falls, WI; and its Commercial Sales and Engineering office in Troy, MI. ITW Deltar Fasteners is committed to driving profitability by harnessing its innovative solutions and application engineering capabilities. The division enhances its customers’ competitive advantage by:
• Maintaining advanced engineering and manufacturing facilities across North America.
• Facilitating the exchange of product, process, and benchmarking information with sister units globally.
• Continuously improving processes, materials, and designs to ensure products consistently exceed customer specifications while delivering unparalleled value.

ITW is an equal opportunity employer. The company is dedicated to valuing the unique perspectives, experiences, and ideas of its colleagues, striving to create workplaces where everyone can develop their careers and perform to their full potential. ITW is committed to equal employment opportunity and fair treatment for all employees, from the initial hiring process through all subsequent aspects of the employment relationship. All qualified applicants receive consideration for employment without discrimination based on race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local laws.

About the IT Service Desk Intern Job

ITW’s internship program aims to provide hands-on experience and professional development opportunities within dynamic, high-growth industries. Interns are encouraged to embody an entrepreneurial mindset, gaining real-world experience by working alongside seasoned professionals.

The IT Service Desk Intern role is designed to support end-users by offering first-level technical assistance and troubleshooting, thereby ensuring the smooth daily operations of IT systems.

Key Responsibilities include:
• Serving as the primary point of contact for all IT-related support requests, received via phone, email, web portal, or in-person.
• Processing incoming Office 365 user administration requests, including the provisioning (setting up) and de-provisioning (removing) of accounts.
• Performing hands-on troubleshooting of both hardware and software issues, which involves installing/upgrading software and configuring systems.
• Maintaining and updating user accounts within Active Directory and Office 365.
• Utilizing remote tools and diagnostic utilities to efficiently support end-users.
• Recording, tracking, and meticulously documenting the entire service desk incident resolution process, ensuring accurate records of all actions taken.
• Installing and maintaining antivirus software, verifying that virus definitions are consistently up to date.
• Assisting with routine maintenance tasks for workstations, printers, and various peripherals.
• Developing and updating user-friendly help sheets, Frequently Asked Questions (FAQs), and training materials for end-users.
• Identifying areas for improvement within IT service operations and providing actionable recommendations.

Required Qualifications:
• Currently pursuing a Bachelor’s degree in Computer Science, Information Technology, or a closely related field.
• Demonstrated experience with Microsoft Office Suite and a basic understanding of Windows operating systems.
• Familiarity with Active Directory user maintenance and Office 365 administration.
• The ability to research and troubleshoot technical issues effectively and independently.
• Possession of strong analytical skills and meticulous attention to detail.
• Excellent verbal and written communication skills, with a particular ability to clearly explain complex technical concepts to non-technical users.
• Exceptional customer service skills and a proven ability to build positive rapport with end-users.
• The capability to work effectively both independently and collaboratively within a team environment.
• Availability to work on-site five days a week with flexible hours.