Intern, Helpdesk

About the role

You will own the end-to-end user experience for frontline IT issues by driving tickets to resolution through Jira and direct interaction with colleagues. You will act as the primary technical liaison between our engineering teams and external vendors to maintain operational continuity. This role requires you to diagnose and resolve complex hardware and software issues using a structured, first principles approach to problem solving. You will collaborate daily with seasoned engineers to translate business needs into technical requirements and support solutions. You will contribute to the design of scalable IT processes that support rapid growth and new infrastructure deployments. You will help implement security best practices by ensuring proper access controls, patching, and compliance standards are followed consistently. You will play a key role in documenting procedures and improving the reliability of the tools that support our electrification mission.

Key facts

What you'll do

Provide Level 1 help desk support through Jira, email, Teams, and in-person interactions with staff and engineering personnel.

Troubleshoot issues involving Windows and macOS operating systems, Microsoft 365 suites, printers, peripherals, Wi-Fi, VPN, and conference room technology.

Configure, deploy, and maintain a diverse set of equipment including laptops, desktops, NUCs, monitors, and other lab and office hardware.

Assist with new-hire setup, account provisioning, multi-factor authentication configuration, onboarding, and offboarding activities.

Install approved software updates and patches, image and reimage devices, and support Intune and Autopilot workflows under direct supervision.

Maintain precise ticket records, asset inventories, and knowledge-base articles while documenting troubleshooting steps for future reference.

Escalate complex technical issues to senior staff and collaborate on investigations that require deep system-level analysis.

Support Microsoft 365 and Entra ID administration tasks as skills develop, including user account management and role assignments.

Assist with Linux or lab system administration, scripting, and basic networking configuration as part of a growing technical portfolio.

Perform endpoint security related activities and ensure compliance with established security policies and change-control procedures.

Utilize Jira and related Atlassian ITSM solutions to track work, communicate status, and close tickets efficiently.

Work with inventory management tools to ensure accurate tracking of devices, parts, and support assets.

Engage with Teams Rooms and audio-visual systems to ensure reliable meeting room technology for critical company discussions.

Apply exposure to PowerShell, Docker, UniFi networking, and other technologies to automate and improve operational tasks.

Requirements

You must currently be enrolled in or have recently completed a degree or certification in IT, Computer Science, Information Systems, cybersecurity, networking, or a closely related field.

You must demonstrate working knowledge of computer hardware components and their interaction with modern operating systems.

You must have a working understanding of Windows and Microsoft Office/Outlook along with proven ability to install, configure, and troubleshoot common software applications.

You must understand basic networking concepts including IP addressing, DNS, DHCP, Wi-Fi, Ethernet, and VPN technologies.

You must possess strong customer service, communication, organization, and time-management skills to handle multiple requests in a fast-paced setting.

You must follow security and change-control procedures rigorously to protect company systems and data integrity.

You must have strong and meticulous documentation capabilities to record actions, decisions, and configurations accurately.

You must be able to work independently and as part of a collaborative team committed to continuous learning and improvement.

Nice to have

Experience using Jira and related Atlassian ITSM solutions for ticket tracking and service requests.

Familiarity with macOS, Microsoft 365, Active Directory or Entra ID, Intune, Jira, and inventory management tools.

Exposure to PowerShell, Linux, GitHub, Docker, UniFi networking, Teams Rooms or AV systems, and endpoint security platforms.

Background in help desk, internship, campus technical roles, home lab projects, personal projects, repair work, or customer-facing technical support.

CompTIA A+ or Network+ certification or related coursework that covers hardware, networking, and operating systems fundamentals.

Experience supporting 100+ desktop environments in enterprise or high-volume settings.

Practical notes

This is a full-time internship role based in Scotts Valley.

Hours are full-time, and you are expected to work within standard business hours as defined by the team.

Travel is not required for this position.

Visa sponsorship may be considered for eligible candidates based on business needs and eligibility.

Application deadlines are not specified; interested candidates should submit their materials as soon as possible for full consideration.