Remote Service Desk Analyst
Aug 2026 – Oct 2026GDC IT Solutions · Internship (IST 495)
GDC IT Solutions is a managed service provider that offers help desk support, managed IT, and cybersecurity services to organizations across many industries. As a Remote Service Desk Analyst, I support two charter school clients at once. I handle 15–40 calls and tickets a day from staff, students, and caretakers. Each school runs its own environment, so I constantly switch between platforms. For one client I use Edio to find accounts and reset passwords, OnBase to look up and verify student and caretaker identities, Autotask for ticketing, and Kaseya VSA to remote into student laptops. For the other, I use One-to-One for account information and ticketing.
Much of my work is credential management: creating and resetting passwords and getting users back into their accounts. Every request starts with verifying who's on the other end of the line. Identity verification is the front line against social engineering, and doing it dozens of times a day has made it second nature. The rest is remote troubleshooting of cameras, microphones, connectivity, batteries, displays, and general laptop problems, usually resolved in 5 to 30 minutes. I also report suspected malware incidents and escalate complex cases to the appropriate support tier. Compared with campus support, MSP work means higher volume, multiple clients, and strict documentation standards and SOPs. And because the work is remote, I have to diagnose problems without the device in front of me, relying on clear questions and careful listening.

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