About Voltus
Voltus is a remote energy startup focused on providing intelligent solutions for the grid. We are committed to maintaining a secure, reliable, and compliant platform for our customers and partners. Our IT team is essential in ensuring seamless technology operations, exceptional user experience, and robust infrastructure management for our fully remote, global workforce.
The Opportunity
We are seeking a highly motivated and detail-oriented IT Intern to join our lean, high-performing IT team. This role is an excellent opportunity to gain hands-on experience in enterprise IT operations, supporting a 250-person remote organization across multiple time zones. You will work directly with our Senior IT Manager and collaborate closely with our Systems Administrators to deliver exceptional IT service delivery and support our company's data retention governance initiatives.
This is a full-time, 40 hour/week internship with a potential start date of March 15th.
Responsibilities and Duties
The IT Intern will be responsible for supporting IT operations and service desk functions, with a focus on delivering excellent user experience and supporting critical governance initiatives.
IT Operations & Service Desk
- Provide first and second-level technical support for Google Workspace, Microsoft 365, Slack, JumpCloud, and other enterprise applications to remote employees across multiple time zones.
- Manage incident tickets through Zendesk ticketing system (Support module), ensuring proper documentation, prioritization, and timely resolution according to ITIL incident management best practices.
- Process service requests including user provisioning, access management, and application configuration changes following established service request management workflows.
- Support employee onboarding and offboarding processes, including account creation/deactivation, device assignment, and access reviews.
- Assist with IT asset management activities using AssetSonar, including device tracking, lifecycle management, and inventory accuracy.
Data Retention & Governance Support
- Support implementation of data retention policies across Google Workspace, Microsoft 365, Slack, and other enterprise systems as directed by the Data Retention Governance Committee.
- Assist in documenting current data retention configurations and identifying gaps between the current state and compliance requirements.
- Help collect compliance evidence for SOC 2 audits related to IT controls, access management, and data retention practices.
- Contribute to IT documentation, including standard operating procedures (SOPs), runbooks, and knowledge base articles, following ITIL knowledge management principles.
Zendesk Ticketing System & Process Improvement
- Support optimization of IT ticketing workflows in Zendesk (Support and Guide modules), including ticket categorization, routing rules, SLA tracking, and knowledge base article creation.
- Identify opportunities to improve service desk efficiency through automation, self-service knowledge base articles, and process standardization.
- Assist in creating and maintaining RACI matrices for IT processes and responsibilities across the distributed team.
- Track and report on IT service desk metrics, including ticket volume, resolution time, and user satisfaction.
- Collaborate with Customer Support teams who also use Zendesk, ensuring a clear distinction between IT support tickets and customer-facing support tickets.
Platform Administration & Tooling
- Assist with basic administrative tasks in Google Workspace (user management, group configuration, security settings) under supervision.
- Support Microsoft 365 administration including license management, Teams configuration, and SharePoint permissions.
- Assist with JumpCloud device management tasks including policy enforcement, device enrollment, and access monitoring.
- Help maintain Slack workspace administration including channel management, app integrations, and retention policies.
Performance and Expectations
- Customer Service Excellence: Demonstrate empathy, professionalism, and clear communication when supporting remote users across different time zones and technical skill levels.
- ITIL Awareness: Develop understanding of ITIL 4 service management practices including incident management, service request fulfillment, and knowledge management.
- Documentation Skills: Maintain clear, accurate, and complete documentation of incidents, solutions, and procedures for knowledge sharing and compliance purposes.
- Security and Compliance Mindset: Follow information security policies and understand the importance of compliance frameworks (SOC 2, GDPR, NERC CIP) in the energy sector.
- Proactive Problem-Solving: Identify recurring issues and propose solutions or process improvements to enhance IT service delivery.
- Remote Work Effectiveness: Successfully operate in a fully remote environment, managing time effectively and communicating proactively with distributed team members.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or related technical field OR currently pursuing a Master's degree with relevant technical background.
- Working knowledge of major operating systems (Windows, macOS, Linux) and troubleshooting methodologies.
- Familiarity with cloud-based productivity suites (Google Workspace and/or Microsoft 365) for business environments.
- Understanding of basic IT service management concepts, including ticketing systems (Zendesk or similar), incident tracking, and user support workflows.
- Strong written and verbal communication skills - you'll be documenting solutions, writing knowledge base articles, and communicating with users at all technical levels.
- Ability to work independently in a remote environment with minimal supervision while knowing when to escalate issues appropriately.
- Proficiency with common office applications and collaborative tools (Google Workspace, Microsoft Office, Slack, video conferencing).
Preferred
- At least one prior IT support, help desk, or systems administration internship OR 1+ years relevant work experience.
- Familiarity with ITIL 4 framework and IT service management best practices.
- Experience with identity and access management platforms (Okta, Azure AD, JumpCloud, or similar).
- Previous exposure to compliance frameworks (SOC 2, ISO 27001, GDPR) and understanding of data governance principles.
- Hands-on experience with IT asset management tools and practices.
- Experience with Zendesk or similar ITSM platforms (ServiceNow, Jira Service Management, Freshservice) for ticket management and knowledge base creation.
- Basic scripting or automation skills (PowerShell, Python, Bash, or similar) to improve operational efficiency.
- Understanding of data retention requirements and information lifecycle management.
- Experience supporting remote/distributed workforces in a previous role.
Benefits
- Remote Environment: Work remotely from your home location with flexible hours supporting our follow-the-sun operations.
- Hands-on Enterprise IT Experience: Gain practical experience with enterprise- level IT operations, service desk management, and compliance standards in the highly regulated energy sector.
- ITIL and Governance Exposure: Learn industry-standard IT service management practices (ITIL 4) and participate in real-world data governance initiatives.
- Direct Mentorship: Work directly with the Senior IT Manager and collaborate with experienced Systems Administrators on high-impact projects.
- Multi-Platform Technology Stack: Develop expertise across Google Workspace, Microsoft 365, JumpCloud, Slack, AssetSonar, and other enterprise platforms.
- Compliance and Security: Gain exposure to SOC 2 Type 2 audits, ISO 27001 controls, and data retention governance in a security-conscious organization.
Please note that at this time, we do not sponsor visas or transfers for new hires. Voltus teammates need to be authorized to work from their home location (in the US or Canada, unless otherwise indicated on the role description).
Additionally, while Voltus is an all-remote workplace, we have limitations on where employees are able to work for regulatory and security reasons. We expect that Voltans are working primarily from their home country. Working while traveling to other countries must be approved as per our Global Remote Travel Policy.
At Voltus, we are proud to be an equal opportunity employer because we recognize that a diverse organization begins with a diverse candidate pool. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, age, sexual orientation, veteran status, disability status, or marital status.
