Dates of Program: May 25 – August 13, 2021 (12 weeks)Application Dates: You should apply as soon as possible but understand that because of our large pool of applicants, the selection process can take a few months. We strive to create a diverse group of interns as we feel that it improves the overall internship experience. Attention: This is a paid internship. Please note the intern is responsible for relocation (if needed) and lodging for the internship.Internship Program Details: Join the best internship program around! Interns will be able to participate in company-wide activities and events such as yoga, dance lessons, an employee mingle and end of the month lunches. Interns get unique insight into the minds of the CEO and senior executives during Ask Me Anything sessions. Interns will receive company training, onboarding and professional development training to help transition into the workplace. Interns will also engage in team building activities and awesome socials specifically designed for the interns.KnowBe4, Inc. is the provider of the world’s largest security awareness training and simulated phishing platform. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. Tens of thousands of organizations worldwide use KnowBe4’s platform to mobilize their end users as a last line of defense and enable them to make better security decisions, every day. We have ranked a best place to work for women, millennials, and in technology nationwide by Fortune Magazine as well as #1 or #2 in The Tampa Bay Top Workplaces Survey for the last five years.The IT Support Intern will provide assistance and support to the IT Support representatives in hardware, software, SaaS, technological and administrative tasks.Key Responsibilities:Assist support representatives in resolution of IT incidentsPerform preliminary research on any assigned incidents and requests that require escalationAssist technical writers with the development and improvement of standard operating procedures, work instructions and documentation Request ticket escalation through the escalation standard operating procedure for incidents or requests requiring tier 1 assistanceDocuments resolutions and research for all assigned incidents and requestsDeliver and setup procured hardware to end usersAssist in administrative tasks including inventory control and IT procurement entryMaintain record of common issues and resolutions to provide information to a technical writer for knowledge base articlesRecommend macros to assist in automated and faster user supportLearning Objectives:Learn and understand the methodologies of basic IT troubleshooting based on ITIL standardsDevelop the communication skills needed to provide technical answers and explanations to non-technical employeesLearn the standard workflows of IT support including escalations, processing and documentationAnalyze incoming issues and learn to identify problems vs incidentsInternship Opportunities/Experiences:Build a skillset of ITIL related skills including terminology, methodology and documentationGet hands on experience troubleshooting a large number of modern and global standard SaaS systemsAbility to add to your resume that you’ve worked in a modern tier defined, global IT support team using all cloud platform toolsTraining:Training in Zendesk, Slack, RingCentral, Zoom, Smartsheets, GSuite. Also training in ITIL and basic troubleshooting methodologiesMinimum Qualifications: Work for extended time at keyboard/terminal Maintain effective working relationships with supervisor and coworkers Strong work ethic and emphasis on attention to details. Ability to operate effectively in a team environment with both technical and non-technical team members. Strong customer service and orientation in executionAbility to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.Results driven and time management skillsStrong organizational and problem-solving skillsAbility to handle confidential matters with discretionEducation:Currently enrolled as a Sophomore, Junior or Senior at a college or university pursuing a Bachelor’s degree in Computer Science, Information Security or Management Information Systems MajorAt least 3.0 GPANote: An applicant assessment, background check and drug test may be part of your hiring procedure.