Intern (USA Remote)

Presidio Intern will be responsible for the day-to-day operational support and co-management of customers’ IT environments. The daily activities include managing service tickets, responding to customer calls, resolving technical issues, and proactively identifying and addressing potential problems. Additionally, you will monitor system alerts, maintain and optimize managed services tools, and document any changes or updates within customer environments. This individual regularly communicates with team members and leadership to share insights, escalate issues, and report customer feedback.

Responsibilities Include

Position is 14 hours/week, remote, and 1am-8am Saturday & Sunday (Eastern). Opportunity to work up to 29 hours/week to cover open shifts due to PTO, holidays, etc.

• Operational co-management of customers’ IT infrastructure and user environments
• Queue management to ensure tickets are worked, updated, and resolved according to documented processes
• Taking customer and end user calls via Managed Service’s phone queue
• Work reactive and/or proactive tickets
• Participate in problem management and seek opportunities for proactive services
• Create and generate tickets when tasks and actions are identified. Escalate and/or complete work
• React, investigate, and remediate warning alerts and data in customer environments
• Effectively communicate information to responsible individuals at proper intervals:
  • Business Alignment - all technical findings, analysis results, opportunities uncovered, and recommendations
  • Managed Services Team - updates, knowledge share, of any kind
  • Managing Consultant – daily: commendations from customers, escalations, customer satisfaction issues or challenges
• Execute tasks assigned by Managing Consultant and/or Managers

Required Skills And Professional Experience

• Working towards or just completed a technology focused Associate or Bachelor’s degree
• Understands network connectivity
• Understands basics of Windows servers and workstations
• Understands and can follow service management methodology such as ITIL

Additional Desired Skills And Professional Experience

• Organized and able to work independently overnight
• Strong communicator internally and externally
• Documentation skills re searching and updating
• Professional approach to work and customers