IT Intern (Service Desk)

SWBC•San Antonio, TX

About The Position

SWBC is seeking a motivated college intern to gain exposure to and develop critical IT support skills in a real-world Service Desk environment. This internship is designed for students with little to no prior IT experience and provides hands-on learning, coaching, and guided practice supporting employees over the phone and through remote support tools. Interns will build confidence in basic troubleshooting, clear documentation, and customer-focused communication core skills that help launch a successful IT career. Why you'll love this role: As a Service Desk Intern, you will learn on the job in real-time from talented IT professionals who will develop, teach, mentor, and support you throughout the internship. You’ll gain exposure to how a Service Desk operates—prioritization, service expectations (SLAs), escalation, and team goals/KPIs—while building customer service and problem-solving habits that apply to any IT role.

Requirements

High School Diploma or equivalent.
Currently pursuing a degree or coursework in Information Technology, Computer Science, MIS, Cybersecurity, or a related field.
Expected graduation date of December 2026 or later.
Strong written and verbal communication skills, including comfort speaking on the phone and explaining steps clearly.
Strong organization and follow-through skills, including the ability to track multiple requests/tickets.
Strong problem-solving mindset (curious, patient, persistent) with a desire to learn in a fast-paced support environment.
Ability to maintain professionalism and a customer-focused approach while learning new processes and tools.
Interest in an IT support or broader technology career path.
Ability to sit for extended periods while learning phone and remote support workflows.
Ability to lift up to 20 lbs.

Nice To Haves

Any exposure to customer service (retail, food service, campus jobs, volunteer work, clubs).
Basic familiarity with Windows 10/11 and everyday troubleshooting (restarts, settings, updates).
Familiarity with Microsoft 365 apps such as Outlook, Teams, Word, and Excel.
Familiarity with ticketing systems (e.g., ServiceNow) or willingness to learn quickly.
Exposure to common IT terminology (e.g., VPN, MFA, password reset, network, printer drivers).
Familiarity with Active Directory concepts (accounts, groups, password resets).

Responsibilities

Supports employees through phone, online chat, and ticket requests in a structured Service Desk environment.
Gains exposure to troubleshooting workflows for common technical issues related to computers, hardware, and software through tickets, phone, and chat interactions.
Learns how to work within a ticketing system (ServiceNow), including how requests are logged, tracked, updated, documented, and escalated.
Practices taking ownership of requests by learning follow-up expectations and how timely resolution aligns with service standards (SLAs).
Develops strong documentation habits by learning how to write thorough, professional notes for calls, chats, and portal tickets (what occurred, what was attempted, outcomes, and next steps).
Builds customer-first support skills by learning how to communicate clearly, remain professional, and guide employees through troubleshooting steps.
Participates in team collaboration opportunities by attending Service Desk meetings and learning how teams contribute toward shared goals and KPIs.
Gains exposure to common enterprise tools and environments such as Windows, Microsoft 365, Active Directory, ServiceNow, and other support tools used by the team (as applicable).
Performs other learning opportunities and support-related tasks as assigned.