MCI MITS Tier 1 Service Desk Intern

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.  

To provide exceptional service and maintain the highest level of quality assurance for our clients, we record calls into our client-facing service desk. These recordings are used for training and quality assurance purposes only. Your privacy is important to us, and we will continue to take all necessary steps to safeguard your personal information. Team members will be required to sign a consent form upon start date authorizing these client calls to be recorded. 

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 

Basic Qualifications: 

• A passion for technology and a desire to learn  

• Pursuing a Bachelor’s degree in Management Information Systems, Computer Science or IT related concentration. 

• A minimum 3.0 GPA is preferred 

• Excellent customer service skills 

• Focused on attention to detail 

• Maintains a reasonable capacity level for stress tolerance 

• Knowledge of Microsoft Office, including Word, Excel and Visio 

• Knowledge of Apple and Windows-based software/hardware 

• Excellent written and verbal communication, problem solving and analytical skills. 

• Travel to assigned client locations is required. Must have access to and ability to arrange for use of reliable modes of transportation to those locations. 

• Ability to travel up to 25% 

 
Preferred Qualifications: 

• Currently pursuing or recently completed a bachelor’s or Master’s degree in Management Information Systems, Computer Science or IT related concentration. 

• Experience with Office 365 and associated workloads including Email and SharePoint 

• Experience with firewalls, such as Cisco, SonicWALL and Meraki 

• Experience with VMWare ESX hosts and vSphere Client for administration 

• Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.  

• Experience with remote solutions, such as Citrix, Remote Desktop Services and VPN 

• Experience with enterprise mobile devices