2022 - Summer - Consulting Intern - Infrastructure Service Desk

A Managed IT Service (MTS) Desk Intern, within our Technology Consulting group, provides you with a unique opportunity to be a part of our dynamic practice. As our company continues to grow, we are looking for individuals who seek roles that expose them to all facets of infrastructure including engineering, technology, design and business. Our team is composed of smart, self-motivated individuals who thrive in a cohesive and results-oriented environment and enjoy the challenge of real responsibility. As a MTS Desk Intern, you will work directly with our highly trained consultants and have access to a large cross-section of engagements and projects that will develop your I.T. career.  
A Managed IT Service (MITS) Desk Intern provides remote technical support to our external managed serve clients. This position requires strong technical ability, great customer service skills, and the desire to learn. These attributes will be used in a fast-paced, fun, team-oriented environment.  

Job Duties and Responsibilities:  

- Provide phone and email technical support for end-users to resolve any hardware or software issues 
- Support and troubleshoot workstations, servers and network related issues 
- Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients 
- Adaptability to changing processes and technology 
- Works well within team interactions 
- Monitor and troubleshoot client backups 
- Escalate client issues through the proper channels 
- Manage cases according to defined case impact and priority 
- Maintain client security standards and confidentiality of information 
- Clearly document support issues and all resolution steps in RSM’s ticketing system 
- Monitor trends from reported client cases to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption 
- Update cases and communicate with clients as required until issue is closed
Dubuque, IA 52001, US