Key Role 1: Infrastructure & End-User Support
This section is focused on keeping day-to-day operations running smoothly and ensuring a good experience for all employees.
- Help Desk Triage & Resolution: Serve as the Tier 1 point of contact for internal IT issues. This includes diagnosing and resolving problems related to hardware, operating systems, networking (VPN, Wi-Fi), and business applications (e.g., email, collaboration tools).
- Asset Management & Deployment: Assist with the entire lifecycle of IT assets. This includes preparing and deploying new laptops/devices, performing hardware inventories, and coordinating device collection and wiping for departing employees.
- User Account Management: Perform routine administrative tasks like creating, modifying, and disabling user accounts across various systems (e.g., Active Directory, cloud services) following established security protocols.
- Routine Maintenance: Conduct regular checks and maintenance on IT equipment and onsite clinic technology (e.g., security cameras) to ensure optimal functionality.
Key Role 2: Cybersecurity & Documentation
This section provides exposure to core IT governance, risk, and compliance activities.
- Documentation & Knowledge Base: Support with a IT Senior & Vendor on improving internal IT documentation. This involves creating and updating Standard Operating Procedures (SOPs), technical guides for internal systems, and user-friendly troubleshooting articles for the company knowledge base.
- Policy Support: Assist the IT team & inter-department in organizing and digitizing existing IT policies, such as Acceptable Use, Incident Response, and Data Backup procedures.
- Security Monitoring & Review: Assist in the review of basic security logs and reports (e.g., firewall logs, access reports) and escalate any unusual activity to the supervisor.
- Security Awareness Assistance: Help prepare simple training materials or infographics to promote cybersecurity best practices to the general staff, such as identifying phishing attempts.
What the Intern Will Learn
By the end of the 6 months, the intern will gain valuable experience in:
- Customer Service in IT: Effectively communicating with non-technical users to diagnose and resolve issues.
- Practical Networking & OS Skills: Hands-on experience with configuration, troubleshooting, and network basics.
- IT Service Management (ITSM): Understanding and applying ticketing systems and IT service workflows.
- Importance of Compliance: The role of clear documentation and procedures in maintaining a secure and compliant IT environment.
