Summer Intern - Service Desk Analyst 1

COMPANY SUMMARY

SpectrumVoIP is a privately-owned company founded in 2007, now grown to be the largest Texas-based Cloud Hosted VoIP Provider in the US. We deliver state-of-the-art cloud-hosted phone service and comprehensive managed IT services to businesses across the Dallas-Fort Worth market. We are uniquely differentiated from competitors in that we offer unlimited features to our customers at a simple flat-rate price, and we promote a culture of excellence that celebrates diversity, innovative thinking, and dedication to consistently exceeding client expectations.

POSITION SUMMARY

The Service Desk Analyst Intern supports the Service Desk team by assisting with Tier 1 technical support requests and internal IT tasks. This role is designed for individuals looking to build a foundation in IT support within a fast-paced Managed Services Provider (MSP) environment.

The intern will gain hands-on experience across Microsoft 365, endpoint management, and basic networking while learning structured troubleshooting, ticket management, and professional client communication. This role requires a strong willingness to learn, attention to detail, and the ability to follow established processes while developing technical skills.

This position is located in our Plano, TX office in Legacy West.

ESSENTIAL JOB FUNCTIONS

Client Support & Service Delivery

• Assist in handling Tier 1 support requests via ticketing system, email, and phone under supervision
• Perform initial triage: gather information, document issues, and route tickets appropriately
• Provide basic troubleshooting for common issues (password resets, email access, device connectivity, etc.)
• Shadow and support senior technicians during troubleshooting and resolution
• Learn to navigate multiple client environments and tools

Technical Troubleshooting & Support

• Follow structured troubleshooting processes to diagnose simple technical issues
• Utilize remote support tools to assist users with endpoint-related problems
• Support basic tasks across Windows, macOS, and Microsoft 365 environments
• Assist with setup and troubleshooting of peripherals (printers, monitors, basic networking devices)
• Escalate issues appropriately when outside of scope or skill level

User & Device Lifecycle Support

• Assist with new user onboarding and offboarding tasks
• Support basic account management (password resets, license assignment assistance)
• Help prepare and configure devices for deployment (imaging, setup, basic configuration)
• Assist with device inventory and asset tracking

Documentation & Knowledge Management

• Document all work performed in the ticketing system with clarity and accuracy
• Assist in updating internal documentation and knowledge base articles
• Learn and follow documentation standards within Hudu
• Contribute to building repeatable processes and runbooks

Communication & Professional Development

• Communicate clearly and professionally with internal team members and clients
• Provide updates on assigned tasks and tickets
• Develop the ability to explain technical concepts in simple terms
• Receive and apply feedback from senior technicians and leadership
• Demonstrate professionalism, accountability, and a willingness to learn

Internal IT Support

• Assist with basic internal IT support tasks for SpectrumVoIP staff
• Help with hardware setup, imaging, and workstation preparation
• Support internal troubleshooting under supervision

SKILLS, KNOWLEDGE, & ABILITIES

·      Basic understanding of computer systems, operating systems, and common applications

·      Strong interest in Information Technology and desire to pursue a career in IT support

·      Strong communication and interpersonal skills

·      Ability to follow instructions and learn new tools and technologies quickly

·      Strong attention to detail and organizational skills

·      Ability to manage multiple tasks in a fast-paced environment

·      Positive attitude and willingness to take initiative

JOB REQUIREMENTS

Technical Skills

·      Basic familiarity with Windows or macOS operating systems

·      Exposure to Microsoft 365 (Outlook, Teams, OneDrive) preferred

·      Basic understanding of networking concepts (Wi-Fi, IP addressing, internet connectivity)

·      Familiarity with troubleshooting common computer issues is a plus

Professional Skills

·      Currently pursuing or recently completed a degree or certification in IT, Computer Science, or related field (preferred, not required)

·      0–1 year of technical experience (academic, personal, or internship experience acceptable)

·      Strong desire to learn and grow within an MSP environment

·      Ability to work onsite in a team-oriented environment