Technology Workplace Services (TWS) Summer Intern 2025

As a Technology Workplace Services (TWS) Summer Intern at Equitable Bank, your responsibilities will include managing end-user desktop and laptop support, assisting with phone setup, and providing solutions for common IT issues. You'll be instrumental in monitoring support ticket queues, executing desktop rollout support, and maintaining an organized IT workspace. This role is critical as you will act as the first point of contact for technical problems, ensuring timely resolutions, and enhancing user experience across our departments.

To apply for the Technology Workplace Services (TWS) Summer Intern role at Equitable Bank, candidates should be working towards a diploma in computer networking, technical support, or a related field. While higher qualifications, like a Bachelor's in Computer Science, are advantageous, experience in customer service and a solid technical background with troubleshooting skills are essential. We also expect good communication skills to effectively interact with team members and end-users alike.

During your internship as a Technology Workplace Services (TWS) Summer Intern at Equitable Bank, you will develop crucial skills in technical problem solving, customer support, and IT troubleshooting across various devices and platforms. You’ll gain hands-on experience with desktop/laptop setup, software installations, and maintaining security protocols, all while enhancing your project management and organizational abilities. This internship is an excellent opportunity to become proficient in using IT service management tools and gain exposure to a professional banking environment.

At Equitable Bank, our work culture is built around creativity, collaboration, and personal growth. As a Technology Workplace Services (TWS) Summer Intern, you will be part of a supportive team that encourages learning and innovation. We prioritize fun and inclusivity, ensuring that interns feel welcomed and valued. Regular interactions with mentors and open communication across departments will help you not only refine your technical skills but also integrate into our vibrant company culture, paving the way for your professional journey.

To apply for the Technology Workplace Services (TWS) Summer Intern position at Equitable Bank, you’ll need to submit a thorough application including your resume, cover letter, and unofficial transcript as part of our application guidelines. Please make sure your application is submitted by January 13, 2025, as late submissions will not be accepted. We highly encourage demonstrating your passion for technology and how your skills align with our mission of innovating banking experiences.

In responding to this question, highlight specific instances where you diagnosed and resolved hardware or software problems. Discuss the types of issues you've encountered, such as operating system glitches or hardware malfunctions, and explain the steps you took to identify and fix them. Demonstrating a methodical approach and familiarity with tools used for troubleshooting, such as remote access software or diagnostic utilities, can effectively illustrate your competency in this area.

In such scenarios, it's essential to understand the urgency of the situation. Start by staying calm and listening attentively to the user's descriptions of the problem. Acknowledge their frustration and assure them of your support. Take detailed notes and use your technical knowledge to diagnose the issue step-by-step. If necessary, be prepared to escalate to a more senior team member while keeping the user updated throughout the process.

Organization is key in managing support tickets effectively. Discuss your strategies, such as prioritizing tickets based on urgency and impact, using task management tools, or setting reminders for follow-ups. Mention how consistently logging issues and maintaining clear documentation aids in tracking progress and helps prevent ticket backlog, emphasizing your ability to handle workloads efficiently.

When speaking to non-technical users, it’s crucial to use clear and relatable language. Avoid jargon, and instead, break down complex concepts into simple terms. Show empathy and relate to their concerns, ensuring they feel understood. Practicing active listening and confirming their understanding by summarizing the issue can also strengthen communication and build trust with users.

Share any hands-on experience you’ve gained in preparing and installing hardware, such as desktops, laptops, and peripherals. Describe the process you follow from unboxing to configuration, emphasizing attention to detail, adherence to company standards, and troubleshooting during installations. Providing examples of successful setups can showcase your capability and initiative in this area.

When tackling WiFi connectivity issues, start with the basic troubleshooting steps such as checking if WiFi is enabled on the device and ensuring that the user is within range of the router. Guide the user through restarting their device and the router if needed. If the issue persists, delve deeper by checking network settings or asking if others are experiencing the same problem, allowing you to pinpoint whether it's a device-specific issue or a wider network problem.

List any service desk software or ticketing systems you have previously used, such as Zendesk, ServiceNow, or JIRA. Discuss your experience in logging issues, tracking progress, and generating reports. Emphasize your ability to familiarize yourself with new tools quickly, which is vital in a fast-paced environment like Equitable Bank.

Continuing education is vital in the tech industry. Talk about your engagement with online learning platforms, attending webinars, or participating in relevant forums. Mention any certifications you are pursuing or have completed, which demonstrate your commitment to professional growth and staying current with technology trends and developments.

Collaboration is key when coordinating with the procurement team. Explain your process, from identifying the hardware needs based on user requests to accurately communicating specifications and timelines with the procurement team. Highlight the importance of following up to ensure timely delivery and maintaining an organized log of equipment for tracking and reporting purposes.

The most challenging aspect can often be managing user expectations and staying calm during high-pressure situations. Discuss how you recognize the importance of patience and empathy, taking time to listen and understand their concerns. Explain how you use problem-solving skills to swiftly address their issues while maintaining a positive interaction.