Service Desk Operations & Troubleshooting Excellence - ON-1162

Project type: Innovation
Desired discipline(s): Computer science, Mathematical Sciences, Business, Social Sciences & Humanities
Company: Digital Fire
Project Length: 6 months to 1 year
Preferred start date: As soon as possible.
Language requirement: English
Location(s): Oakville, ON, Canada
No. of positions: 1
Desired education level: Undergraduate/Bachelor
Open to applicants registered at an institution outside of Canada: No

About the company: 

Digital Fire is a Canadian IT services provider that helps organizations stay productive and secure through reliable support and practical technology. We deliver day-to-day service desk assistance, device and user management, Microsoft 365 administration, and light networking support, all backed by clear processes and friendly communication. Our culture values curiosity, accountability, and continuous improvement — we measure what matters, learn quickly, and turn lessons into better playbooks. We invest in training so team members can grow from a solid technical base into well-rounded professionals who troubleshoot methodically, document clearly, and deliver great client experiences. By combining proven tools with disciplined problem solving, Digital Fire keeps clients running smoothly while building a scalable, high-quality support operation.

Describe the project.: 

Digital Fire is strengthening its managed service desk to improve response times, first-call resolution, and overall client experience. The intern will focus on “troubleshooting excellence” — applying a structured approach (hypothesis → test → verify), capturing clean notes, and converting recurring fixes into clear playbooks that anyone on the team can follow.
Day-to-day activities:
● Triage and resolve tickets via phone, email, remote tools, and our ticketing platform, keeping clients informed with calm, clear updates.

● Troubleshoot Windows/macOS endpoints, basic networking (Wi-Fi/LAN), printers/peripherals, and Microsoft 365/Entra basics.

● Document reproducible steps and contribute short “how-to” articles for common issues; partner with senior staff on escalations and small changes.

Enablement & guardrails:
● Structured onboarding, runbooks, and remote support tooling provided; work is internal service delivery (no external research or surveys).

● Weekly coaching on root-cause analysis, communication, and documentation quality.

Expected outcomes & deliverables:
● KPI uplift: improved first-call resolution, reduced ticket aging, faster average handle time (tracked in the PSA).

● A set of reusable troubleshooting playbooks (step-by-step articles with preconditions, checks, and expected outcomes).

● A brief end-of-term report summarizing KPI movement and recommended workflow improvements.
This Business Strategy Internship advances Digital Fire’s service operations by standardizing processes and building a library of best-practice fixes, while giving the intern real-world experience balancing technical depth with communication, prioritization, and customer care.

Required expertise/skills: 

● Troubleshooting mindset: strong analytical reasoning, pattern recognition, and methodical isolation of faults.

● Technical base (trainable): Windows/macOS endpoint support; basics of networks (Wi-Fi/LAN), printers/peripherals.

● Tooling: ticketing/PSA, remote support utilities, and clear written documentation of steps and fixes.

● Communication: calm, empathetic client updates; ability to ask sharp questions and synthesize answers.

● Ownership & pace: juggle multiple tickets, prioritize well, close the loop, and escalate early when needed.

● Nice-to-have: exposure to Microsoft 365/Entra/AD, MDM, or scripting; CompTIA A+ or similar.

● Growth attitude: willing to learn—Digital Fire will train the right candidate on our stacks and processes.