Customer Success IT Intern

Armstrong Transport Group (ATG) is looking for a Customer Success IT Intern that will support end users by triaging, troubleshooting, and resolving Level 1 technical issues while learning IT service operations, tools, and processes. You will help to diagnose technical problems and offer solutions to assist ATG agent network, customers, carriers, and internal corporate employees with hardware and software issues and provide resolutions via telephone or email. 

 This will be a part-time internship (3-6 months) and will report to the IT Helpdesk Manager.

Core Responsibilities: 

• Serve as first point of contact via ticketing system, chat, phone, and walk-ups 
• Diagnose and resolve basic hardware, software, and in-house technology products 
• Perform account management (password resets, access requests) following security policies 
• Image, deploy, and recover laptops; manage peripherals and inventory 
• Document issues, resolutions, and knowledge base articles 
• Escalate complex tickets to Level 2/3 with clear notes and troubleshooting steps taken 
• Assist with software installs, updates, and device compliance checks (MDM/EDR) 
• Support conference rooms and meeting setups (AV, conferencing apps) 
• Participate in onboarding/offboarding tasks and IT orientation 
• Help with small IT projects and continuous improvement initiatives 

Required Qualifications:  

• Currently pursuing a degree or certification in IT, Computer Science, or related field 
• Foundational knowledge of operating systems (Windows 10/11, macOS), MS 365/Google Workspace 
• Customer service mindset; strong communication and problem-solving skills 
• Ability to prioritize, follow procedures, and document work 
• Must be eligible to work in the US, onsite with reliable attendance 

Preferred Qualifications:  

• Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk) 
• Familiarity with MDM/endpoint tools (Intune, Jamf), EDR/AV, SSO (Okta/Azure AD) 
• Scripting basics (PowerShell, Bash) and device imaging 
• Prior helpdesk, campus IT, or tech support experience 

Tools You May Use: 

• Ticketing and ITSM platform, remote support tools, hardware imaging/MDM, asset management, collaboration apps, identity/SSO, EDR/AV 

Success Metrics (KPIs): 

• First-contact resolution rate 
• Ticket SLA compliance and customer satisfaction (CSAT) 
• Documentation quality/knowledge contributions