IT System Administrator Intern

IT Operations & Service Desk

• Provide first and second-level technical support for Google Workspace, Microsoft 365, Slack, JumpCloud, and other enterprise applications to remote employees across multiple time zones.
• Manage incident tickets through Zendesk ticketing system (Support module), ensuring proper documentation, prioritization, and timely resolution according to ITIL incident management best practices.
• Process service requests including user provisioning, access management, and application configuration changes following established service request management workflows.
• Support employee onboarding and offboarding processes, including account creation/deactivation, device assignment, and access reviews.
• Assist with IT asset management activities using AssetSonar, including device tracking, lifecycle management, and inventory accuracy.

Data Retention & Governance Support

• Support implementation of data retention policies across Google Workspace, Microsoft 365, Slack, and other enterprise systems as directed by the Data Retention Governance Committee.
• Assist in documenting current data retention configurations and identifying gaps between the current state and compliance requirements.
• Help collect compliance evidence for SOC 2 audits related to IT controls, access management, and data retention practices.
• Contribute to IT documentation, including standard operating procedures (SOPs), runbooks, and knowledge base articles, following ITIL knowledge management principles.

Zendesk Ticketing System & Process Improvement

• Support optimization of IT ticketing workflows in Zendesk (Support and Guide modules), including ticket categorization, routing rules, SLA tracking, and knowledge base article creation.
• Identify opportunities to improve service desk efficiency through automation, self-service knowledge base articles, and process standardization.
• Assist in creating and maintaining RACI matrices for IT processes and responsibilities across the distributed team.
• Track and report on IT service desk metrics, including ticket volume, resolution time, and user satisfaction.
• Collaborate with Customer Support teams who also use Zendesk, ensuring a clear distinction between IT support tickets and customer-facing support tickets.

Platform Administration & Tooling

• Assist with basic administrative tasks in Google Workspace (user management, group configuration, security settings) under supervision.
• Support Microsoft 365 administration including license management, Teams configuration, and SharePoint permissions.
• Assist with JumpCloud device management tasks including policy enforcement, device enrollment, and access monitoring.
• Help maintain Slack workspace administration including channel management, app integrations, and retention policies.

Performance and Expectations

• Customer Service Excellence: Demonstrate empathy, professionalism, and clear communication when supporting remote users across different time zones and technical skill levels.
• ITIL Awareness: Develop understanding of ITIL 4 service management practices including incident management, service request fulfillment, and knowledge management.
• Documentation Skills: Maintain clear, accurate, and complete documentation of incidents, solutions, and procedures for knowledge sharing and compliance purposes.
• Security and Compliance Mindset: Follow information security policies and understand the importance of compliance frameworks (SOC 2, GDPR, NERC CIP) in the energy sector.
• Proactive Problem-Solving: Identify recurring issues and propose solutions or process improvements to enhance IT service delivery.
• Remote Work Effectiveness: Successfully operate in a fully remote environment, managing time effectively and communicating proactively with distributed team members.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related technical field OR currently pursuing a Master's degree with relevant technical background.
• Working knowledge of major operating systems (Windows, macOS, Linux) and troubleshooting methodologies.
• Familiarity with cloud-based productivity suites (Google Workspace and/or Microsoft 365) for business environments.
• Understanding of basic IT service management concepts, including ticketing systems (Zendesk or similar), incident tracking, and user support workflows.
• Strong written and verbal communication skills - you'll be documenting solutions, writing knowledge base articles, and communicating with users at all technical levels.
• Ability to work independently in a remote environment with minimal supervision while knowing when to escalate issues appropriately.
• Proficiency with common office applications and collaborative tools (Google Workspace, Microsoft Office, Slack, video conferencing).

Preferred

• At least one prior IT support, help desk, or systems administration internship OR 1+ years relevant work experience.
• Familiarity with ITIL 4 framework and IT service management best practices.
• Experience with identity and access management platforms (Okta, Azure AD, JumpCloud, or similar).
• Previous exposure to compliance frameworks (SOC 2, ISO 27001, GDPR) and understanding of data governance principles.
• Hands-on experience with IT asset management tools and practices.
• Experience with Zendesk or similar ITSM platforms (ServiceNow, Jira Service Management, Freshservice) for ticket management and knowledge base creation.
• Basic scripting or automation skills (PowerShell, Python, Bash, or similar) to improve operational efficiency.
• Understanding of data retention requirements and information lifecycle management.
• Experience supporting remote/distributed workforces in a previous role.

Benefits

• Remote Environment: Work remotely from your home location with flexible hours supporting our follow-the-sun operations.
• Hands-on Enterprise IT Experience: Gain practical experience with enterprise- level IT operations, service desk management, and compliance standards in the highly regulated energy sector.
• ITIL and Governance Exposure: Learn industry-standard IT service management practices (ITIL 4) and participate in real-world data governance initiatives.
• Direct Mentorship: Work directly with the Senior IT Manager and collaborate with experienced Systems Administrators on high-impact projects.
• Multi-Platform Technology Stack: Develop expertise across Google Workspace, Microsoft 365, JumpCloud, Slack, AssetSonar, and other enterprise platforms.
• Compliance and Security: Gain exposure to SOC 2 Type 2 audits, ISO 27001 controls, and data retention governance in a security-conscious organization.