IT System Administrator Intern, Voltus

• 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)
• Previous exposure to compliance frameworks (SOC 2, ISO 27001, GDPR) and understanding of data governance principles

Desirable

• We are seeking a highly motivated and detail-oriented IT Intern to join our lean, high-performing IT team
• This role is an excellent opportunity to gain hands-on experience in enterprise IT operations, supporting a 250-person remote organization across multiple time zones
• You will work directly with our Senior IT Manager and collaborate closely with our Systems Administrators to deliver exceptional IT service delivery and support our company's data retention governance initiatives
• The IT Intern will be responsible for supporting IT operations and service desk functions, with a focus on delivering excellent user experience and supporting critical governance initiatives
• 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
• 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
• 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
• 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
• 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

• Potential start date of March 15th