IT Service Desk Intern - End-User Support & Onboarding

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

Benefits offered by this job

None

Job summary

Performance Trust is seeking an Information Technology Intern to join the Technology/Service Desk team in Chicago. You will provide first-level support to end users, assist with ticketing, basic troubleshooting, onboarding/offboarding, and documentation, while learning the firm’s technology environment.

This internship offers up to 20 hours per week during the school year, with potential for full-time hours in summer.

Qualifications

• Currently enrolled in an Associate's or Bachelor'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 escalates issues appropriately
• Organized, dependable, and eager to learn; able to manage multiple tasks in a fast-paced environment
• Basic knowledge of PC hardware, Microsoft operating systems, Microsoft Office, asset management, and hardware or software support is a plus
• Structured problem-solving skills and an interest in using systematic, fact-based processes to identify root causes and improve support
• Effective written and spoken communication skills
• 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

Effective communication

Organized and dependable

Problem solving

Education

Associate's or Bachelor's program in IT/CS

Tools

Windows

macOS

Microsoft 365

VPN

Wi‑Fi

Job description

Performance Trust is seeking an Information Technology Intern to join the Technology/Service Desk team in Chicago. You will provide first-level support to end users, assist with ticketing, basic troubleshooting, onboarding/offboarding, and documentation, while learning the firm’s technology environment.

This internship offers up to 20 hours per week during the school year, with potential for full-time hours in summer.