Opportunity brief
Shure is hirig for the role of IT Technical Intern!
Responsibilities of the Intern:
- Understand the organization's IT infrastructure, systems, applications, networks, devices, users, technical requirements, dependencies, and operational challenges.
- Assist in providing first-level technical support to employees and users through ticketing systems, email, chat, phone, or in-person support.
- Troubleshoot hardware, software, operating system, network, connectivity, access, printing, and application-related issues.
- Install, configure, maintain, and support computers, laptops, mobile devices, peripherals, operating systems, and business applications.
- Assist with user account provisioning, access management, password resets, permissions, onboarding, offboarding, and identity-related tasks.
- Support Microsoft 365, Google Workspace, collaboration tools, enterprise applications, and other productivity platforms, as applicable.
- Monitor IT systems, services, devices, and alerts and escalate incidents or risks according to established procedures.
- Assist with network troubleshooting involving TCP/IP, DNS, DHCP, VPNs, Wi-Fi, firewalls, switches, routers, and related infrastructure.
- Maintain accurate records of hardware, software, licenses, warranties, configurations, users, and IT assets.
- Use IT service management and ticketing tools to document incidents, service requests, troubleshooting steps, resolutions, and follow-up actions.
- Assist with software deployment, patching, updates, endpoint configuration, backups, and routine maintenance activities.
- Support cybersecurity practices such as endpoint protection, access control, phishing awareness, vulnerability remediation, secure configuration, and incident reporting.
- Follow established IT policies, procedures, change management practices, security controls, and data protection requirements.
- Assist with system administration tasks across Windows, Linux, cloud platforms, virtual machines, or other environments, as applicable to the assigned team.
- Use scripting or automation tools such as PowerShell, Python, Bash, or similar technologies to improve repetitive IT processes and operational efficiency.
- Investigate recurring technical issues, identify root causes, and recommend improvements to systems, documentation, workflows, and user experience.
- Contribute to IT projects such as system upgrades, migrations, deployments, infrastructure improvements, asset refreshes, and technology evaluations.
- Explore the responsible use of AI tools, automation, and intelligent assistants for IT support, documentation, troubleshooting, monitoring, and knowledge management.
- Evaluate AI-generated recommendations and outputs for accuracy, security, privacy, reliability, and alignment with organizational policies.
- Create and maintain technical documentation, knowledge base articles, standard operating procedures, user guides, network diagrams, and troubleshooting references.
- Communicate technical information clearly to both technical and non-technical users and provide professional, timely, and customer-focused support.
Requirements:
- Currently pursuing or recently completed a Bachelor's or Master's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, Network Engineering, or a related field.
- Basic understanding of computer hardware, operating systems, networking concepts, troubleshooting methodologies, and IT service management principles.
- Knowledge of programming fundamentals and design algorithms.
- Working knowledge of at least one operating system, such as Windows, Linux, or macOS.
- Foundational understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, user accounts, access permissions, and common enterprise IT services.
- Basic familiarity with productivity applications, collaboration tools, cloud services, endpoint devices, and software installation or configuration.
- Ability to diagnose problems logically, research solutions, follow procedures, document work accurately, and escalate issues appropriately.
- Strong attention to detail, customer service orientation, ownership, curiosity, collaboration skills, and willingness to learn and accept feedback.
- Understanding of basic cybersecurity, data privacy, password security, phishing risks, and responsible handling of confidential information.