Help Desk Intern

Carlos Rosario International Public Charter School•Washington, DC

7d•Onsite

About The Position

The Help Desk Intern supports the Information Technology Department by providing first-level technical assistance to staff, students, and faculty. This paid, part-time internship offers hands-on experience in technical support, customer service, device management, and IT operations in an educational environment. Under the supervision of experienced IT professionals, the intern assists with troubleshooting, student device configuration and distribution, inventory management, ticket documentation, and daily Help Desk activities. The role is intended to develop practical technical skills, professional communication, and experience working in a collaborative IT environment.

Requirements

Basic understanding of Windows, ChromeOS, Microsoft 365, Google Workspace, and common software applications.
Strong interpersonal skills and commitment to providing excellent user support.
Ability to explain technical information clearly and professionally to non-technical users.
Strong troubleshooting mindset, attention to detail, and willingness to learn.
Ability to maintain accurate records and manage multiple tasks effectively.
Ability to work independently and as part of a team in a fast-paced environment.
Openness to feedback, new technologies, and professional development.
Ability to work effectively with individuals from diverse cultural, linguistic, and educational backgrounds.
High school diploma, GED, current student status, or equivalent combination of education and experience.
Interest in Information Technology, Computer Science, Help Desk Support, or a related field.
Ability to communicate effectively in English.
Ability to lift and move equipment up to 25 pounds; stand, walk, bend, and carry equipment as needed; work at a computer for extended periods; and travel between workspaces on campus as needed.

Nice To Haves

Enrollment in an Information Technology, Computer Science, or technical training program.
Familiarity with Microsoft 365, Google Workspace, and basic device troubleshooting.
Previous customer service, volunteer, internship, or technical support experience.
Bilingual proficiency in Spanish, Amharic, or another language.

Responsibilities

Provide Level 1 technical support for hardware, software, and account-related issues.
Help staff and students troubleshoot Windows laptops, Chromebooks, printers, and peripheral devices.
Assist with password resets, login issues, and basic account access requests under IT staff supervision.
Help troubleshoot basic Wi-Fi connectivity, software, and application issues.
Provide classroom technology and audiovisual support, including for smartboards, projectors, and connected devices.
Escalate advanced or unresolved technical issues to senior IT staff.
Assist with student device distribution, collection, inspection, and preparation.
Configure, reset, update, and troubleshoot Windows laptops and Chromebooks according to established IT procedures.
Assist with installing operating system updates, drivers, and approved software.
Install SIM cards in student devices and document associated SIM card information accurately.
Maintain accurate student device assignments and inventory records in school asset management systems.
Support inventory audits, device organization, and equipment lifecycle management.
Assist with student outreach about outstanding device returns.
Create, update, and document technical support requests in the school's Centralized Ticketing System (CTS).
Record troubleshooting steps, actions taken, and resolutions accurately.
Monitor assigned tickets and provide timely updates under IT staff guidance.
Follow ticket priorities, escalation procedures, and service standards.
Maintain accurate records of IT support activities and equipment assignments.
Assist with tracking Help Desk activities and preparing operational reports as directed.
Provide professional, respectful, and responsive technical assistance to staff and students.
Explain technical issues and solutions clearly to users with varying levels of technical knowledge.
Support a diverse adult learner population with patience, professionalism, and cultural awareness.
Collaborate with IT team members to resolve support requests promptly.
Follow school IT policies, procedures, cybersecurity practices, data privacy standards, standard operating procedures, and safety guidelines.
Handle school equipment, user accounts, and student information responsibly.
Participate in technical training, mentoring, and professional development opportunities.
Perform other duties as assigned.