Service Desk Intern

Job Description

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Service Desk Intern — CMIT Solutions of Boston | Cambridge

CMIT Solutions of Boston | Cambridge is a leading IT services franchise dedicated to delivering innovative technology solutions and exceptional customer service to small and medium-sized businesses. As we continue our growth trajectory, we are actively seeking a highly motivated Service Desk Intern to provide crucial support to our technical team and gain valuable, hands-on experience with industry best practices.

Role Overview

The Service Desk Intern is responsible for providing Level 1 technical support to end-users, assisting comprehensively with software setup, configuration, troubleshooting, and general IT service requests. This role offers an excellent opportunity to gain practical experience, reporting directly to the Senior Client Relationship Manager and collaborating closely with seasoned technical staff to ensure outstanding customer service.

Core Responsibilities

• Company Alignment: Learn and uphold CMIT’s core mission, vision, and service standards.
• Client Support Delivery: Provide technical support to clients both remotely and through occasional onsite visits.
• Ticket & Call Management: Efficiently answer support calls and respond to service tickets promptly and professionally.
• Problem Resolution: Document, troubleshoot, and effectively resolve incoming service requests and alerts, focusing on client satisfaction.
• Escalation & Collaboration: Identify and escalate complex issues when necessary, and collaborate proactively with manufacturer support teams.
• System Adherence: Maintain adherence to established system configuration standards and internal operational procedures.
• Knowledge Sharing: Actively share newly acquired knowledge and insights with peers to strengthen overall team capabilities.
• Security & Compliance: Diligently follow internal security controls and client-specific IT requirements.
• Client Communication: Communicate clearly, concisely, and proactively with clients regarding issue status, progress, and resolution.
• Root-Cause Analysis: Approach problem-solving with a focus on identifying and addressing the root cause, not just symptoms.
• Assigned Duties: Perform additional duties as assigned by management to support team objectives.

Required Skills & Qualifications

• Educational Background: Preferably enrolled in an IT, Computer Science, or a closely related technical program.
• Communication Proficiency: Possess strong written and verbal communication skills, essential for client interaction and documentation.
• Technical Translation: Demonstrated ability to explain complex technical concepts in an understandable manner to non-technical users.
• Professional Attributes: Highly organized, personable, and genuinely customer-focused with a strong service orientation.
• Software Proficiency: Proficient with Microsoft Office Suite (Word, Excel, Outlook) and common business software applications.

Time Commitment & Compensation

• Work Schedule: Up to 5 days per week.
• Internship Duration: A focused 3–4 month internship period, with potential for extension based on performance and company needs.
• Work Environment: A dynamic combination of remote and onsite training opportunities.
• Compensation: Competitive hourly rate, commensurate with experience.
• Start Date: Immediate start preferred (ASAP).

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