IT Service Desk Intern

Evenflo is seeking an IT Service Desk Intern to gain hands-on experience supporting users, deploying enterprise technology, managing IT assets, and participating in the daily operations of a corporate IT department.

This position will be based on-site at our Miamisburg, Ohio location and will assist with technical support needs for employees in Miamisburg and Piqua. The intern will report to the Associate Director of IT Infrastructure and Security and work closely with the IT Service Desk Lead on day-to-day support activities, training, and work assignments.

The intern will gain practical experience troubleshooting hardware and software issues, documenting service requests, remotely assisting users, imaging and deploying computers, and supporting technology in both office and manufacturing environments. The intern will also assist with hardware inventory and IT asset disposition activities. Issues requiring additional expertise will be escalated to the appropriate infrastructure, application, networking, or security team member.

Key Responsibilities

• Respond to technical support requests from employees at the Miamisburg and Piqua locations.
• Document and manage incidents and service requests using FreshService.
• Provide in-person and remote technical assistance for workstation, software, printer, network connectivity, and account-related issues using approved remote support tools such as ScreenConnect.
• Work closely with the IT Service Desk Lead and provide additional Service Desk coverage for the Miamisburg and Piqua locations.
• Troubleshoot technical issues and resolve them when possible.
• Escalate technical issues to the IT Service Desk Lead or the appropriate IT team member when additional assistance is required.
• Image, configure, and deploy new computers using Microsoft Endpoint Configuration Manager, or MECM.
• Install approved software, operating system updates, drivers, and security tools.
• Support Windows 11 workstations, Microsoft 365 applications, and common business software.
• Assist with basic user and computer account support in Active Directory and Microsoft Entra ID.
• Assist with deploying, replacing, relocating, recovering, and retiring computers and related equipment throughout the hardware lifecycle.
• Maintain accurate hardware inventory, deployment, recovery, and disposition records.
• Assist with IT asset disposition activities, including collecting retired equipment, verifying asset information, and preparing devices for approved reuse, resale, recycling, or disposal.
• Follow company procedures for data protection, secure handling, chain of custody, inventory control, and environmentally responsible equipment disposal.
• Assist with the organization and storage of computers, monitors, mobile devices, printers, and related IT equipment.
• Proactively manage assigned tickets, hardware deployment, inventory, and IT asset disposition tasks while seeking guidance when priorities or next steps are unclear.
• Follow established IT security standards, procedures, and change management practices.
• Assist with IT projects and other technical tasks as assigned.
• Travel to the Piqua location when on-site assistance is required.

Qualifications

• Currently pursuing a degree or certificate in Information Technology, Computer Science, Cybersecurity, Networking, or a related field.
• Basic knowledge of Windows workstations, Microsoft 365, computer hardware, and common business applications.
• Strong troubleshooting and problem-solving skills.
• Good verbal and written communication skills.
• Ability to communicate professionally with employees at all levels of the organization.
• Strong attention to detail and the ability to maintain accurate documentation and inventory records.
• Self-motivated and able to identify productive work, manage routine responsibilities, and make progress with limited day-to-day direction.
• Demonstrates initiative by reviewing assigned tickets, following up on open work, maintaining equipment and inventory, and asking for additional priorities when needed.
• Willingness to learn new systems, tools, and technologies.
• Ability to prioritize multiple support requests and follow issues through completion.
• Ability to work independently while knowing when to ask for assistance or escalate an issue.
• Valid driver’s license and reliable transportation for occasional travel between Miamisburg and Piqua.
• Must meet applicable college or university internship eligibility requirements.

Preferred Qualifications

• Previous help desk, technical support, or customer service experience.
• Experience installing or troubleshooting Windows 10 or Windows 11.
• Familiarity with FreshService or another IT service management platform.
• Familiarity with Microsoft Endpoint Configuration Manager.
• Familiarity with Active Directory, Microsoft Entra ID, or Microsoft 365.
• Experience using remote support tools such as ScreenConnect.
• Experience building, repairing, or upgrading computers.
• Familiarity with basic networking concepts, including IP addressing, Wi-Fi, DNS, and DHCP.
• Familiarity with IT hardware inventory, asset tracking, or equipment recycling processes.

What You Will Learn

• Enterprise IT service desk operations and ticket management.
• Computer imaging and automated software deployment using MECM.
• Remote troubleshooting and end-user support.
• Hardware lifecycle management, including inventory, deployment, recovery, and retirement.
• IT asset disposition, including data protection, chain of custody, reuse, recycling, and disposal processes.
• Troubleshooting in a Microsoft enterprise environment.
• IT security, escalation, documentation, and change management practices.
• How infrastructure, networking, security, and application teams work together to support business operations.
• How technology supports both office and manufacturing environments.

Physical Requirements

• Ability to lift and move computers, monitors, printers, and other IT equipment weighing up to 40 pounds.
• Ability to work under desks, connect equipment, and move between office and production areas as needed.
• Ability to organize, transport, and prepare IT equipment for deployment, storage, or disposition.