Job Description

About the Role:

This is a full-time year-round position, NOT a summer internship.

We are seeking a motivated and detail-oriented IT Administrative Support Intern to join our team. This role is designed for an individual looking to gain hands-on experience in the administrative side of a Managed Service Provider (MSP) while developing the foundational skills necessary to transition into a more technical position.

As an intern, you will play a crucial role in supporting our IT technicians by managing ticket schedules, handling client communications, and assisting with approvals and service coordination. This position offers a structured pathway for growth, with the opportunity to move into a technical role after one year.

Key Responsibilities:

• Manage incoming calls and emails related to IT support requests, ensuring accurate intake and prioritization.
• Schedule and coordinate service tickets based on technician availability, workload balancing, and SLA commitments.
• Track and monitor client service requests in real time, ensuring prompt handling and effective follow-up.
• Exercise escalation authority by assessing urgency, SLA thresholds, and business impact to route issues appropriately to higher-tier resources or management.
• Communicate directly with clients to confirm approvals, provide status updates, and ensure expectations are met.
• Maintain and update internal documentation and service systems with accurate, actionable data.
• Collaborate with the technical team to improve ticket handling efficiency, resolution time, and client satisfaction.
• Support weekly and monthly SLA performance reporting , including data gathering, metric analysis, and identification of trends or areas for improvement.
• Participate in operational meetings, offering insights on service coordination, delays, and escalation activity.
• Learn and document MSP workflows, escalation paths, and service delivery standards as part of a structured learning plan.

What You’ll Gain:

• A deep understanding of the administrative operations within an MSP.
• Hands-on experience with IT service management tools and processes.
• Exposure to client interactions and IT support workflows.
• A structured pathway to transition into a more technical IT role after one year.

Ideal Candidate:

• Currently pursuing or recently completed a degree in IT, Business Administration, or a related field.
• Strong organizational and communication skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Interest in IT and a willingness to learn technical concepts over time.
• A proactive and team-oriented mindset.

If you’re eager to kickstart your career in IT while gaining valuable administrative experience, we’d love to hear from you!

• Let me know if you'd like any modifications!

Why Join Tech-Keys?

• Be part of a company that values fun, collaboration, and innovation.
• Plan and participate in company events that shape our culture.
• Make a direct, measurable impact on employee engagement and the day-to-day employee experience.
• Grow your HR career, with opportunities to get involved in recruiting and other areas of the business as you develop.

Employee Benefits:

• 401(k) with up to 4% company match
• $18.00 - $19.50 per hour
• 5 medical plans to choose from (including no cost and low cost options)
• Dental
• Vision
• Company-sponsored life insurance
• Company-sponsored disability
• Generous PTO

Apply to the position, upload your resume, and answer the questions in the application. 

1. Upon reviewing your resume, we'll send you an email with a link to a perform a one-way video interview. 
2. Upon reviewing the video interview, we'll email you asking to setup an in-person interview. 
3. After the interview we will email you asking for references. 
4. We will call you letting you know our decision and discuss compensation. 
5. At any point during this process if we feel you will not be a fit, we will let you know, we do not leave applications unanswered!

REQUIREMENTS

• Minimum of 1 year of previous customer service experience.
• Ability to remain professional and courteous in difficult situations.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking skills in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle multiple tasks simultaneously.

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