IT Helpdesk Intern – End-User Support

Performance Trust Capital Partners; Chicago (IL); On-site; USD 30,000 - 39,000; Full time

Job summary

Performance Trust Capital Partners, LLC in Chicago is seeking an Information Technology Intern to support the Technology/Service Desk by delivering first‑level assistance to end users and helping resolve common hardware, software, and access issues.

This role offers hands‑on experience with ticket management, onboarding/offboarding, documentation, and IT projects, with up to 20 hours weekly during the school year and potential full‑time hours in summer at our Chicago office.

Qualifications

• Currently enrolled in a Bachelor's or Associate's program in Information Technology, Computer Science, or a related field, with a graduation year of Winter 2027 or Spring 2028.
• Interest in end-user support and a strong customer-service mindset; comfortable communicating with non-technical users
• Familiarity with Windows and/or macOS, Microsoft 365 (including Outlook, Teams, and OneDrive), and basic networking concepts such as Wi‑Fi and VPN is a plus
• Ability to follow documented processes, maintain accurate ticket notes, protect sensitive information, and elevate issues appropriately
• Organized, dependable, and eager to learn; able to manage multiple tasks in a fast-paced environment
• Candidates must be eligible to work permanently in the United States without sponsorship.

Responsibilities

• Providing first-contact support for incoming requests in person and remotely through approved service desk channels, including telephone, web portal, email, and chat
• Builds rapport with end users, elicits relevant problem details, and communicates status and next steps clearly
• Logs, categorizes, prioritizes, and documents incidents and service requests in the service desk ticketing tool, maintaining accurate notes through final resolution
• Troubleshoots common issues such as password resets, connectivity, basic application errors, printer support, and peripheral setup, escalating when appropriate
• Assists with new-employee onboarding and offboarding tasks under supervision, including laptop setup or imaging support, basic software installations, and account or access requests
• Uses approved remote tools, diagnostic utilities, knowledge articles, scripts, and checklists to aid in troubleshooting
• Performs hands-on desktop-level support when remote tools are not appropriate, including hardware, workstation, printer, and peripheral setup or maintenance
• Follows security and IT policies related to device handling, acceptable use, data protection, antivirus, and software or hardware support
• Supports IT projects and operational initiatives such as device refreshes, software rollouts, and process improvements
• Creates and updates how-to guides, checklists, troubleshooting notes, and other documentation for team knowledge sharing
• Partners with Technology, Cyber Security, and Infrastructure team members to improve the end-user experience and identify recurring issues or opportunities for improvement
• Aligns and prioritizes work based on service desk expectations, key performance indicators (KPIs), and service-level agreements (SLAs)

Skills

Customer service mindset

Communication

Organizational skills

Problem solving

Multitasking

Education

Associate's or Bachelor's in IT/CS

Tools

Windows

macOS

Microsoft 365

VPN

Service desk tool

Job description

Performance Trust Capital Partners, LLC in Chicago is seeking an Information Technology Intern to support the Technology/Service Desk by delivering first‑level assistance to end users and helping resolve common hardware, software, and access issues.

This role offers hands‑on experience with ticket management, onboarding/offboarding, documentation, and IT projects, with up to 20 hours weekly during the school year and potential full‑time hours in summer at our Chicago office.