Summer Intern - Service Desk Analyst 1
SpectrumVoIP, Plano, TX, United States
SpectrumVoIP is a privately-owned company founded in 2007, now grown to be the largest Texas-based Cloud Hosted VoIP Provider in the US. We deliver state-of-the‑art cloud-hosted phone service and comprehensive managed IT services to businesses across the Dallas‑Fort Worth market. We are uniquely differentiated from competitors in that we offer unlimited features to our customers at a simple flat‑rate price, and we promote a culture of excellence that celebrates diversity, innovative thinking, and dedication to consistently exceeding client expectations.
POSITION SUMMARY The Service Desk Analyst Intern supports the Service Desk team by assisting with Tier 1 technical support requests and internal IT tasks. This role is designed for individuals looking to build a foundation in IT support within a fast‑paced Managed Services Provider (MSP) environment.
The intern will gain hands‑on experience across Microsoft 365, endpoint management, and basic networking while learning structured troubleshooting, ticket management, and professional client communication. This role requires a strong willingness to learn, attention to detail, and the ability to follow established processes while developing technical skills.
This position is located in our Plano, TX office in Legacy West.
ESSENTIAL JOB FUNCTIONS Client Support & Service Delivery
Assist in handling Tier 1 support requests via ticketing system, email, and phone under supervision
Perform initial triage: gather information, document issues, and route tickets appropriately
Provide basic troubleshooting for common issues (password resets, email access, device connectivity, etc.)
Shadow and support senior technicians during troubleshooting and resolution
Learn to navigate multiple client environments and tools
Technical Troubleshooting & Support
Follow structured troubleshooting processes to diagnose simple technical issues
Utilize remote support tools to assist users with endpoint-related problems
Support basic tasks across Windows, macOS, and Microsoft 365 environments
Assist with setup and troubleshooting of peripherals (printers, monitors, basic networking devices)
Escalate issues appropriately when outside of scope or skill level
User & Device Lifecycle Support
Assist with new user onboarding and offboarding tasks
Support basic account management (password resets, license assignment assistance)
Help prepare and configure devices for deployment (imaging, setup, basic configuration)
Assist with device inventory and asset tracking
Documentation & Knowledge Management
Document all work performed in the ticketing system with clarity and accuracy
Assist in updating internal documentation and knowledge base articles
Learn and follow documentation standards within Hudu
Contribute to building repeatable processes and runbooks
Communication & Professional Development
Communicate clearly and professionally with internal team members and clients
Provide updates on assigned tasks and tickets
Develop the ability to explain technical concepts in simple terms
Receive and apply feedback from senior technicians and leadership
Demonstrate professionalism, accountability, and a willingness to learn
Internal IT Support
Assist with basic internal IT support tasks for SpectrumVoIP staff
Help with hardware setup, imaging, and workstation preparation
Support internal troubleshooting under supervision
SKILLS, KNOWLEDGE, & ABILITIES
Basic understanding of computer systems, operating systems, and common applications
Strong interest in Information Technology and desire to pursue a career in IT support
Strong communication and interpersonal skills
Ability to follow instructions and learn new tools and technologies quickly
Strong attention to detail and organizational skills
Ability to manage multiple tasks in a fast‑paced environment
Positive attitude and willingness to take initiative
JOB REQUIREMENTS Technical Skills
Basic familiarity with Windows or macOS operating systems
Exposure to Microsoft 365 (Outlook, Teams, OneDrive) preferred
Basic understanding of networking concepts (Wi‑Fi, IP addressing, internet connectivity)
Familiarity with troubleshooting common computer issues is a plus
Professional Skills
Currently pursuing or recently completed a degree or certification in IT, Computer Science, or related field (preferred, not required)
0–1 year of technical experience (academic, personal, or internship experience acceptable)
Strong desire to learn and grow within an MSP environment
Ability to work onsite in a team-oriented environment
#J-18808-Ljbffr
POSITION SUMMARY The Service Desk Analyst Intern supports the Service Desk team by assisting with Tier 1 technical support requests and internal IT tasks. This role is designed for individuals looking to build a foundation in IT support within a fast‑paced Managed Services Provider (MSP) environment.
The intern will gain hands‑on experience across Microsoft 365, endpoint management, and basic networking while learning structured troubleshooting, ticket management, and professional client communication. This role requires a strong willingness to learn, attention to detail, and the ability to follow established processes while developing technical skills.
This position is located in our Plano, TX office in Legacy West.
ESSENTIAL JOB FUNCTIONS Client Support & Service Delivery
Assist in handling Tier 1 support requests via ticketing system, email, and phone under supervision
Perform initial triage: gather information, document issues, and route tickets appropriately
Provide basic troubleshooting for common issues (password resets, email access, device connectivity, etc.)
Shadow and support senior technicians during troubleshooting and resolution
Learn to navigate multiple client environments and tools
Technical Troubleshooting & Support
Follow structured troubleshooting processes to diagnose simple technical issues
Utilize remote support tools to assist users with endpoint-related problems
Support basic tasks across Windows, macOS, and Microsoft 365 environments
Assist with setup and troubleshooting of peripherals (printers, monitors, basic networking devices)
Escalate issues appropriately when outside of scope or skill level
User & Device Lifecycle Support
Assist with new user onboarding and offboarding tasks
Support basic account management (password resets, license assignment assistance)
Help prepare and configure devices for deployment (imaging, setup, basic configuration)
Assist with device inventory and asset tracking
Documentation & Knowledge Management
Document all work performed in the ticketing system with clarity and accuracy
Assist in updating internal documentation and knowledge base articles
Learn and follow documentation standards within Hudu
Contribute to building repeatable processes and runbooks
Communication & Professional Development
Communicate clearly and professionally with internal team members and clients
Provide updates on assigned tasks and tickets
Develop the ability to explain technical concepts in simple terms
Receive and apply feedback from senior technicians and leadership
Demonstrate professionalism, accountability, and a willingness to learn
Internal IT Support
Assist with basic internal IT support tasks for SpectrumVoIP staff
Help with hardware setup, imaging, and workstation preparation
Support internal troubleshooting under supervision
SKILLS, KNOWLEDGE, & ABILITIES
Basic understanding of computer systems, operating systems, and common applications
Strong interest in Information Technology and desire to pursue a career in IT support
Strong communication and interpersonal skills
Ability to follow instructions and learn new tools and technologies quickly
Strong attention to detail and organizational skills
Ability to manage multiple tasks in a fast‑paced environment
Positive attitude and willingness to take initiative
JOB REQUIREMENTS Technical Skills
Basic familiarity with Windows or macOS operating systems
Exposure to Microsoft 365 (Outlook, Teams, OneDrive) preferred
Basic understanding of networking concepts (Wi‑Fi, IP addressing, internet connectivity)
Familiarity with troubleshooting common computer issues is a plus
Professional Skills
Currently pursuing or recently completed a degree or certification in IT, Computer Science, or related field (preferred, not required)
0–1 year of technical experience (academic, personal, or internship experience acceptable)
Strong desire to learn and grow within an MSP environment
Ability to work onsite in a team-oriented environment
#J-18808-Ljbffr