Old Dominion University requires every student to complete an internship before graduation. However, selecting the right internship is very difficult. This paper will discuss my journey to meet the university requirements. Throughout my journey, I have learned that internships provide a person an opportunity to network with skilled people in a professional environment, which can sharpen a person’s skills before entering the workforce, and it allows you to realize if your career choice is your true passion. Therefore, getting an internship in our program is vital to gain experience before graduation. Additionally, it looks good on your resume and can help you land your first job when you graduate.

It was hard at first to find an internship. I used my resources and looked all over the internet to apply to companies, and I was unsuccessful at first. There were not a lot of opportunities locally in my career field; most were out of state. Then, a friend of my father, Rob Moore, heard from him that I had an interview with Portsmouth Public Schools, so he decided to give me a mock interview to see where my head was and to give me good practice before my actual interview. As a result of that mock interview, he offered me an opportunity to intern for him at his company Team Logic IT. The intern position was for Help Desk Support and Level 1 Technician, but it wouldn’t be a paid internship. At first, I was disappointed that I would not receive a paycheck, but then I realized the experience was more important. 

As a Help Desk Technician, I served as a professional who provides specialized IT customer service on the phone and in person. In addition to being technically proficient, I had to show excellent interpersonal skills. The Help Desk technician’s primary goal is to help customers and teach users how to navigate technology properly. Some Help Desk Support responsibilities can include: Providing first contact support of incoming requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues; Use remote tools and diagnostic utilities to aid in resolving support requests; Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined; Installing and configuring hardware and software components throughout various network infrastructure devices; Install antivirus software and ensure virus definitions are up to date; Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals; Establishing good relationships with all departments and colleagues; Ensuring company safety and security standards are met.

I wanted to achieve several learning outcomes or objectives during my internship as a help desk technician. The first is understanding Troubleshooting and problem-solving. Working as a help desk technician allowed me to gain experience in Troubleshooting and problem-solving. As a help desk technician, I answered questions, resolved technical issues, and supported hardware, software, and network-related problems. I had to develop an in-depth understanding of computer systems, networking, and system administration to succeed in this role. I also need to be able to troubleshoot customer issues quickly and efficiently. For example, if a customer is having a problem with their computer, I need to identify the cause and provide a solution. Additionally, I learned the importance of staying current on the latest technology trends to provide accurate and timely support.

Secondly, how to apply the technical knowledge I gained: As a help desk technician, I gained an in-depth understanding of computer operating systems, software applications, and network systems. I learned how to install, configure, and troubleshoot hardware and software. I also became familiar with network protocols, such as TCP/IP and Ethernet. Additionally, I wanted to master how to identify potential security threats and vulnerabilities and how to develop security policies and procedures (González, 2005).

Additionally, I learned the importance of customer service. Working as a help desk technician allowed me to gain experience in customer service. I worked with customers, from small businesses to large corporations. As a help desk technician, I had to communicate clearly and effectively with customers and provide support promptly. While simultaneously learning to empathize with customers and understand their concerns.

The fourth skill I had to master was time management. Help desk technicians must manage their time and prioritize tasks to ensure customer inquiries are answered, and issues are resolved promptly. Working as a help desk technician allowed me to develop my time management skills. I learned how to prioritize tasks and ensure customer inquiries are answered, and issues are resolved promptly. Additionally, I was able to multitask and manage multiple customer inquiries simultaneously.

The last learning outcome is communication skills. Working as a help desk technician allowed me to gain various skills and knowledge. One of the most critical skills I gained is how communicating technical information to customers clearly and understandably. This is essential to help me better answer questions, resolve technical issues, and provide support for hardware, software, and network-related problems. To effectively communicate technical information, I will need to be able to explain complex concepts in simple terms. I will also need to be able to provide detailed instructions to customers on how to troubleshoot and resolve issues. Additionally, I learned to be patient and empathetic when communicating with customers. Another critical communication skill for Help Desk Technician is active listening. As a help desk technician, I must be able to listen carefully to customer questions and issues to provide accurate and helpful advice. I will also need to be able to ask clarifying questions to understand the customer’s needs and provide relevant solutions  (González, 2005).

Team Logic IT is a type of managed service provider. It has been around form more than fifteen years. TeamLogic IT is a national provider of technology services and solutions for businesses. Unlike many managed service providers, they focus on business and technology. They understand that not all organizations are alike and work hard at delivering solutions tailored to businesses unique goals and challenges. A Managed Service Provider (MSP) is an IT services provider that offers businesses a wide range of services and solutions. MSPs provide a more cost-effective and reliable way to manage IT systems, which can help businesses reduce costs and improve efficiency. MSPs offer various services, such as monitoring, maintenance, and support. Monitoring services include tracking system performance, availability, and security. This helps ensure that networks and systems are running properly and efficiently. Maintenance services involve regularly updating software, maintaining hardware, and troubleshooting any issues. Support services involve technical assistance, such as troubleshooting hardware and software problems, technical advice, and responding to customer inquiries (Korolov, 2021).

MSPs can provide businesses with a wide range of benefits. For example, they can help businesses save money by providing cost-effective IT services and solutions. They can also help improve efficiency by ensuring that networks and systems are running properly. Additionally, MSPs can provide support and maintenance services that can help reduce downtime, which can lead to increased productivity. MSPs can also provide businesses with access to the latest technology and tools. This can help businesses keep up with the latest trends and stay competitive. Additionally, MSPs can provide businesses with expert advice and support, allowing them to focus on their core business operations rather than worrying about IT issues.

Various businesses, including small and medium-sized businesses, large corporations, government agencies, educational institutions, and non-profit organizations, can use managed Service Providers. Small and medium-sized businesses may use MSPs to reduce costs, improve efficiency, and access the latest technology and tools. Large corporations may use MSPs to manage their IT systems more effectively, as well as for access to expert advice and support. Government agencies, educational institutions, and non-profit organizations may use MSPs for access to the latest technology and tools and cost-effective IT services and solutions (Korolov, 2021).