IT Help Desk/Technical Writing Intern at Keystone Advisors Houston, TX

Keystone Advisors; Houston (TX); On-site; USD 30,000 - 45,000; Full time

Job summary

Keystone Advisors in Houston, Texas is seeking an IT Help Desk/Technical Writing Intern to assist the IT department in troubleshooting and documentation. This role allows for hands-on experience in IT support and technical writing, contributing to software installations and user-friendly documentation.

The ideal candidate will be enrolled in a relevant degree program. Skills in communication, analytical problem-solving, and IT knowledge are essential.

Qualifications

• Strong ability to analyze issues and develop solutions quickly and efficiently.
• Clear and effective communication skills for creating documentation and resolving issues with end‑users.
• Basic understanding of IT hardware, software, and networking principles.
• Familiarity with tools such as Confluence, Wiki, or Markdown editors.
• Ability to work independently and collaborate effectively within a team.

Responsibilities

• Respond to IT help desk tickets by troubleshooting hardware and software issues.
• Create and update technical documentation, including user guides, FAQs, and SOPs.
• Support IT staff in installation and troubleshooting of software and hardware.
• Collaborate with teams to enhance IT documentation quality.

Skills

Analytical & Problem‑Solving Skills

Written and Verbal Communication

IT Knowledge

Documentation Tools

Team Collaboration & Independence

Education

Currently enrolled in or recently graduated from a degree program in Information Technology, Computer Science, Technical Writing, or a related field

Tools

ServiceNow

Microsoft Office

Google Docs

Job description

Company Overview

Keystone Advisors is a full‑service marketing company aligned with Top Health Insurance Carriers to provide our partners and clients a broad and competitive portfolio of Insurance Options. We have over 20 years of experience in Insurance marketing while serving our local communities with Medicare, Individual, Group Health, Life, and Annuity products. Our core values are Customer service, integrity, compassion, tenacity, and collaboration.

Job Summary

The IT Help Desk/Technical Writing Intern will assist the IT department by responding to help desk tickets, troubleshooting technical issues, and creating technical documentation. This position will provide valuable support in software and hardware installations, help optimize internal processes, and contribute to enhancing the overall user experience. The intern will gain hands‑on experience in IT support and technical writing, working closely with cross‑functional teams to ensure efficient operations and clear, user‑friendly documentation.

Primary Responsibilities – Hardware & IT Support (75%)

• Respond to IT help desk tickets by troubleshooting hardware and software issues to ensure quick and effective resolutions.
• Create and update technical documentation, including user guides, FAQs, and standard operating procedures (SOPs).
• Support IT staff in the installation, configuration, and troubleshooting of software and hardware systems, including setting up new equipment or diagnosing issues with existing systems.
• Research IT best practices and contribute to the optimization of internal IT processes to increase efficiency and reduce technical downtime.
• Collaborate with cross‑functional teams to gather information and enhance the quality of IT documentation, ensuring it aligns with user needs and technical requirements.
• Maintain an organized database of IT resources and documentation, ensuring all IT support materials are up to date and easily accessible.

Secondary Responsibilities – IT Support & Training (25%)

• Assist with onboarding new employees on IT systems, tools, and software, helping them navigate essential systems and IT resources.
• Participate in and support internal training sessions aimed at improving IT literacy within the company.
• Provide backup assistance during busy times or when other team members are unavailable.
• Offer user training on common IT issues, tools, and platforms to empower employees to resolve simple problems independently.

Required Skills & Qualifications

• Analytical & Problem‑Solving Skills – Strong ability to analyze issues and develop solutions quickly and efficiently, especially under pressure.
• Written and Verbal Communication – Clear and effective communication skills for creating documentation and resolving issues with end‑users.
• IT Knowledge – Basic understanding of IT hardware, software, and networking principles. Familiarity with common operating systems (Windows, macOS) and troubleshooting tools.
• Documentation Tools – Familiarity with tools such as Confluence, Wiki, or Markdown editors.
• Team Collaboration & Independence – Ability to work independently when required and collaborate effectively within a team.

Technical Skills (Secondary)

• Help Desk Systems – Familiarity with ServiceNow, Zendesk, or similar platforms.
• Office Tools – Experience with Microsoft Office, Google Docs, or similar productivity software.
• Basic IT Troubleshooting – Knowledge of desktop, laptop, printer, and network equipment troubleshooting.

Education & Experience

• Education – Currently enrolled in or recently graduated from a degree program in Information Technology, Computer Science, Technical Writing, or a related field.
• Experience – Previous experience in IT support, technical writing, or related internships is preferred but not required.

Certifications (Preferred)

• CompTIA IT Fundamentals, Google IT Support, Microsoft Certified: Windows Fundamentals or similar certifications.

Additional Skills

• Attention to Detail – Accuracy in troubleshooting and documentation.
• Adaptability & Eagerness to Learn – Willingness to quickly learn new tools, technologies, and processes.
• Customer Service – Ability to handle user issues with empathy and professionalism.
• Time Management – Excellent ability to prioritize tasks and manage multiple responsibilities effectively.