IT Infrastructure Intern

The IT Intern – Infrastructure supports the Information Technology department by assisting the Global Infrastructure team in providing first-level technical support for Fortune Brands Innovations employees through our help desk relating to various hardware, software, and operational issues.  This position will get exposure to all areas of the business and many areas of Information Technology.  

DUTIES & RESPONSIBILITIES

• Assists with help desk operations by providing hardware and software problem identification through the use of Microsoft Teams and e-mail to Fortune Brands Innovations employees; responds to both repair and service requests through timely communication, frequent follow-up and detailed documentation.
• Maintains customer service by providing first-level hardware and software support as instructed by Infrastructure members.
• Ensures efficient and accurate handling of the user’s issues sent into the Information Technology department by utilizing internal tracking system to understand, specify, detail and document the nature of each requestor’s issues.
• Use problem solving skills to identify ways to resolve the customer’s issues.  This will require review of internal documentation and information obtained via the internet. 
• Contributes to project work assigned to the Infrastructure team by completing a variety of assigned project tasks and duties with accuracy and timeliness.
• Assists with the deployment of new laptops and workstations as well as device upgrades.
• Troubleshoot networking issues (LAN/WAN, wireless) with team members.
• Provide technical support to users including network connectivity, VPN and remote desktop.
• Create, modify, and remove Active Directory & Office 365 accounts.
• Aid in creating system documentation and inventory information.

QUALIFICATIONS

• Pursuing a bachelor’s degree in computer science, management information systems or related field, ideally in junior standing.  
• Grade Point of 3.0 or higher.
• Year-round availability (summer up to 40 hours/week).
• Strong organizational skills with attention to detail.
• High energy, confident, and effective communicator in both written and verbal communications.
• Strong knowledge of Microsoft Office products including:  Outlook, Word, Excel, and PowerPoint.
• Strong knowledge of Microsoft Windows 11 operating systems. 
• Experience building computers, installing operating systems, and working with desktop operating system a plus.
• Must be a highly motivated individual that proactively seeks solutions independently and has a strong focus on customer service.