IT Support / Systems Engineering Intern

Job Description

About the Company

Smart Ass Nerds is a diversified technology solution provider that offers a comprehensive range of technology expertise. They cater to a broad spectrum of clients, from micro businesses to large multinational organizations, designing, implementing, supporting, and managing various technology and infrastructure solutions. Their customer base is diverse, including start-ups, medical offices, logistics companies, and governmental agencies. While they have a significant presence in the Metro Detroit area (Livonia, Michigan), they support customers with offices across the United States, Canada, Mexico, and the United Kingdom. Smart Ass Nerds is a wholly owned subsidiary of Nerd Holdings Corporation.

Job Description (Detailed)

This role is for an Internship position at Smart Ass Nerds, specifically designed to train future help desk and systems engineering teams.

Internship Information:

• Approach: Smart Ass Nerds aims to address the skills gap in the IT industry by providing real-world business IT experience, moving beyond purely textbook learning often found in traditional college programs.
• Career Focus: The internship targets candidates seeking a career in information technology, with paths leading to help desk, engineering, and project-based roles.
• Duration: This is a 6 to 12 month position.
• Training & Promotion: Interns will train and support various business areas, including help desk and engineering. Upon successful completion, candidates will be promoted to either help desk, engineering, and/or special projects roles.
• Certifications: Interns will be required to pass certain industry certifications to advance through the program and career path. Smart Ass Nerds will reimburse for these required certifications, which may include 3CX, Cisco, Microsoft, Arista, and others.
• Eligibility:
• Applicants do not need to be currently working in IT.
• Applicants must have held some sort of job/volunteer/educational role within the past 6 months. If not, they will not be considered.
• If currently enrolled in high school or college, candidates must have a 3.5 GPA if they are not currently working or have not held a job within the past 6 months.

Work Location:

• This role is based in the company’s Livonia, Michigan office.
• Travel: Travel may be required to client sites and/or training events. Mileage reimbursement and travel per diem will be provided.
• Transportation: Reliable transportation is required.
• Office Attendance: Intern level positions require 100% office attendance.

Base Responsibilities:

• Provide remote and in-person IT support and consulting to customers via phone, text, chat, remote management tools, and conference solutions.
• Offer one-on-one assistance to end-users needing support or training.
• Perform remote and/or in-person assistance for end-user help, maintenance on server, desktop, network, VoIP Systems, printers, camera, and access control systems.
• Troubleshoot issues for supported systems for both end-users and internal systems.
• Field deployment of hardware and/or software at client and special project sites.
• Maintain professional communication and follow-up with all users regarding assigned issues.
• Install equipment/systems, requiring the ability to lift up to fifty pounds without assistance.
• Troubleshoot end-user issues independently using research and self-knowledge, documenting work in the ticketing system.
• Create and update support documentation.
• Conduct lab mockups for testing systems before client deployments.

Shift Information:

• Hiring for first-hour shifts and weekend coverage.
• Operate during normal business hours, but after-hours and weekend work may be required based on client needs.
• This is a part-time position as an intern.
• Initial hours will be 8 to 24 hours a week.

Requirements:

• Willingness to learn new skills and be challenged.
• Excellent communication skills.
• Good customer service skills.
• Ability to follow directions and work independently.
• Punctual arrival.
• Reliable transportation.
• Willingness to work overtime, weekends, and holidays as needed.
• Desire to learn new skills and long-term career growth in various fields of technology.
• Must have finished high school/GED or be a Senior in High School with a 3.3 GPA or higher. Juniors in high school may be considered if enrolled in online courses or a co-op program.
• This role is not for application development or programming; it is an information systems support role. Scripting background could be helpful but is not central to the long-term position.

A successful candidate would have the following:

• Working towards an Industry certification in information technology or related field, OR 1 to 2 years of tech support experience, OR a strong desire to learn and support modern technologies.
• Previous IT experience, particularly in a managed services environment (though training will be provided for the right candidate).
• Proficient knowledge of PC hardware and software, including Microsoft Office.
• Experience maintaining and troubleshooting Microsoft Active Directory or Azure Active Directory.
• Knowledge of Office/Microsoft 365.
• Knowledge of virtualization (Hyper-V, VM-Ware, Open Source).
• Knowledge of standardized networking technologies, equipment, and cabling (CAT6/7, TCP/IP, rack, switches, wireless connectivity 802.11 AC/6/6E/7, DNS, DHCP, Fiberoptic cabling, etc.).

A bonus if you have:

• Experience supporting Macs, Linux, Adobe products, printer support, camera systems, access control systems, point of sale, and VoIP systems.
• Experience with Cisco, Juniper, and/or Arista Networks.
• Experience configuring a variety of smartphones and tablets.
• MDM and Intune Experience.
• Experience dealing with technology-challenged end-users.
• Knowledge of HIPPA and/or support within the medical industry.
• Experience managing hosting/application servers (e.g., web hosting, VPS).
• Experience working for a managed service provider (MSP).
• VoIP and fiber optic support experience.
• Structured cabling experience.

Additional Important Information:

• This position requires a background/credit check.
• Security Clearance might be required and will be sponsored.
• US Citizenship is Required as this role will deal with government customers.
• No sponsorship for this position will be provided.
• Must be local to Livonia, Michigan. Relocation assistance will not be provided.