**Job Description:** **Position Summary:** ITW’s internship program provides hands-on experience and professional development opportunities in high-growth, dynamic industries. Interns are encouraged to think and act like entrepreneurs, gaining real-world experience while working alongside experienced professionals. The IT Service Desk Intern will support end users by providing first-level technical assistance and troubleshooting, ensuring smooth daily operations. **Key Responsibilities:** + Serve as the first point of contact for IT-related support via phone, email, web portal, or in-person. + Process incoming Office 365 user administration requests, including provisioning and de-provisioning accounts. + Perform hands-on troubleshooting of hardware and software issues, including installing/upgrading software and configuring systems. + Maintain and update Active Directory and Office 365 user accounts. + Use remote tools and diagnostic utilities to support end users effectively. + Record, track, and document the service desk incident resolution process, ensuring accurate documentation of actions taken. + Install and maintain antivirus software, ensuring virus definitions are up to date. + Assist with routine maintenance of workstations, printers, and peripherals. + Develop and update help sheets, FAQs, and training materials for end users. + Identify areas for improvement in IT service operations and provide recommendations. **Qualifications:** + Currently pursuing a Bachelor’s degree in Computer Science, Information Technology, or a related field (rising senior preferred). + Experience with Microsoft Office Suite and basic knowledge of Windows operating systems. + Familiarity with Active Directory user maintenance and Office 365 administration. + Ability to research and troubleshoot technical issues independently. + Strong analytical skills and attention to detail. + Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. + Exceptional customer service skills and ability to build rapport with end users. + Ability to work both independently and collaboratively in a team environment. + Availability to work on-site five days a week with flexible hours. **Preferred but Not Required:** + Experience with IT ticketing systems. + Knowledge of PowerShell scripting and Mobile Device Management (MDM) platforms. + Familiarity with hardware troubleshooting for laptops, desktops, and peripherals. + Previous experience in a service desk or IT support role.