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Job Description
Job Description Position IT Helpdesk Intern Department Technology — IT & Production Operations Reports to Head of Technology Type Part-time internship (paid) Duration One semester minimum; renewable About the Role We are building out a modern IT and Production Operations function from the ground up. The IT Helpdesk Intern will be a hands-on member of the technology team, providing front-line support to staff and live productions. This role is ideal for a student pursuing IT, computer science, broadcast/AV technology, or a related field who wants real-world experience supporting both a corporate IT environment and a live production operation. You will be exposed to enterprise tools (Microsoft 365, Azure, AWS, Teams, SharePoint, Intune) and to a production environment in active transition from legacy analog systems to IP-based networking. Strong performers will have the opportunity to take on increasing responsibility, contribute to documentation, and grow into a longer-term role. Key Responsibilities Back Office Operations Support (primary focus) Serve as the day-to-day front-line IT support for Gems Shopping Network back office staff across departments such as order processing, customer service, merchandising, fulfillment, and finance. Provide hands-on support for the high-volume printer and peripheral environment that back office operations depend on: desktop printers, network printers, label printers, shipping/receipt printers, scanners, barcode readers, and check stations. Keep printers and peripherals stocked, calibrated, and operational; coordinate consumables, toner, labels, and vendor service calls. Serve as Tier 1 helpdesk for staff: account access, password resets, Microsoft 365 issues, peripheral setup, and basic application support. Triage and log tickets in the helpdesk system; route or escalate items beyond Tier 1 scope. Image, configure, and deploy laptops, desktops, and mobile devices.
Assist with on-boarding and off-boarding:
account provisioning, hardware setup, asset tagging, and equipment recovery. Maintain an accurate hardware, peripheral, and consumables inventory. Live Show Support Provide on-site technology support before, during, and after live shows. Set up, troubleshoot, and tear down show-related peripheral equipment: printers, scanners, label printers, monitors, USB devices, and check-in stations. Be a calm, visible point of contact for show-time tech issues; escalate quickly when needed. Perform pre-show readiness checks against a standardized checklist. Document recurring show-day issues so they can be permanently resolved. Production & Network Support Assist senior staff with cable management, patching, and basic network troubleshooting (switch ports, VLANs, PoE, IP cameras, IP audio endpoints). Support the ongoing migration from legacy analog equipment to IP-based production systems. Help inventory and document legacy equipment slated for decommissioning. Documentation & Knowledge Base Contribute to the team's SharePoint knowledge base: how-to guides, troubleshooting steps, equipment manuals. Update SOPs and runbooks as you learn or improve a process. Maintain accurate records in shared SharePoint/Teams libraries. Required Qualifications Currently enrolled in a college or university program (IT, Computer Science, Information Systems, Broadcast/AV Technology, or related field) — or recent graduate. Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Word, Excel, Teams).
Comfort troubleshooting common end-user issues:
printers, Wi-Fi, peripherals, basic application errors. Strong communication skills — able to explain technical issues to non-technical staff calmly and clearly. Reliable and punctual; available Monday through Friday during business hours, with willingness to provide some on-call coverage over weekends. Ability to lift up to 40 lbs and move equipment as needed. Authorized to work in the United States. Preferred Qualifications Exposure to networking fundamentals (TCP/IP, DNS, DHCP, VLANs, basic switch/router concepts). Comfort working across operating systems beyond Windows — including macOS and Linux/Unix (command line, basic system administration). Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk, Freshservice, Jira Service Management). Experience with productivity and team collaboration tools, particularly Atlassian Jira and Confluence. Exposure to IT asset management and infrastructure documentation platforms (e.g., Snipe-IT for asset tracking, NetBox for
IPAM/DCIM
). Any hands-on exposure to virtualization platforms (Proxmox, VMware, Hyper-V) or basic Linux server administration. Any hands-on experience with AV, broadcast, theater, or live event production technology. Familiarity with SharePoint, Microsoft Teams administration, or Intune. CompTIA A+, Network+, Linux+, or Microsoft certifications (or in progress). Basic scripting exposure (PowerShell, Python, Bash, or batch). What You'll Gain Real, hands-on experience supporting both a corporate IT environment and a live production operation. Exposure to the full lifecycle of an IT/Production modernization: documentation, process design, legacy decommissioning, and IP convergence. Mentorship from the Senior IT staff and direct access to executive leadership. Resume-ready skills in Microsoft 365 administration, networking basics, helpdesk operations, and live event support. Strong performers may be considered for full-time roles upon graduation.
