IT Service Desk Intern

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Campus & Internships


Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at www.rapid7.com.

Here at Rapid7, we strive for a diverse workforce that mirrors the best minds around the world as well as the security community we serve. With a strong diversity of mindset, we can push the boundaries of our thinking and pursue our goals of continuous innovation and secure advancement for all.

We are looking for candidates who exemplify our 5 core values:

Bring You: Our people are at the center of our success. You bring your authentic self. You are fully engaged and present. You want to transform through engagement with others. And ultimately WE optimize who WE can be together.

Impact Together: We support each other on our journey forward, and actively look for ways to collaborate, strengthen our ideas, and learn from each other to help our customers overcome their challenges while building an exceptional company in the process.

Never Done: We pursue excellence through continuous learning to keep growing personally and professionally. We are insatiably curious, and we are constantly in search of a better solution.

Challenge Convention: We challenge old ways of thinking and forge new paths with foresight, discipline, and determination. We will responsibly push the envelope and take chances to keep our customers—and ourselves—ahead of the curve.

Be an Advocate: We work relentlessly to act as a champion by prioritizing the open, honest sharing of ideas and feedback to propel our people, our customers, and our industry forward.

The Opportunity:

Rapid7 is looking for a creative high energy individual to join our savvy service experience team. This person understands that technology is meant to empower people. The work will be consistently changing in a company that is growing. You will be part of a community which is fanatical about security and on a mission to make an impact in the global technology ecosystem. As a service desk intern, you will:

  • Field incoming help requests from end users via the service desk, phone and email in a courteous manner.

  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

  • Build rapport and elicit problem details from help desk customers.

  • Prioritize and schedule problems; escalate problems (when required) to the appropriately experienced technician.

  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

  • Identify and learn appropriate software and hardware used and supported by the organization.

  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

  • Perform post-resolution follow-ups to help requests.

Qualifications

  • Interest in learning new technology

  • Ability to absorb information quickly

  • Have a strong desire to continually learn and grow professionally

  • Customer empathy and desire to help people

Internship Experience

  • Opportunity to be part of a broader global intern community

  • 1:1 weekly touch bases with your manager

  • Dedicated mentor throughout the entire internship period

  • Corporate computer and stipend to support work from home setup (if we are still remote this summer)

  • Full access to company internal training resources (LinkedIn Learning, Pluralsight, live soft skill workshops)

  • 40 hours/week, typically 9AM-5PM EST; every team is a bit different with working hours, so you will want to discuss expectations with your manager once you are on board