IT Support Intern

Global Data Systems Inc•Lafayette, LA

10d

About The Position

The IT Support Intern is a supervised, entry-level learning position designed to introduce students and early-career candidates to service desk operations at Global Data Systems (GDS). Working alongside experienced Service Desk staff, engineers, and mentors, the intern observes and—with guidance—assists in responding to customer-impacting service requests, incidents, and problems during their assigned schedule. The internship pairs hands-on exposure to real-world IT support with a structured set of learning objectives and outcomes. It gives the intern practical experience in technical troubleshooting, customer service, documentation, and ITIL-aligned service management within a Service Level Agreement (SLA)-driven environment, while building the professional skills needed to pursue an entry-level IT support career.

Requirements

Currently enrolled in—or a recent graduate of—an associate’s or bachelor’s degree program (or equivalent training) in IT, networking, telecommunications, computer science, or a related field.
No prior professional experience required; coursework, personal projects, or prior help-desk/customer-service exposure is a plus.
Basic understanding of computer hardware, software, and networking concepts; interest in configuring and troubleshooting networks.
Basic proficiency with word processing, spreadsheet, and internet software; willingness to learn Contact/ticket management systems, Active Directory, and Exchange.
Ability to communicate clearly in writing and verbally, and to present basic information and respond to questions.
Ability to solve practical problems, interpret written, oral, and diagram instructions, and perform basic math (add, subtract, multiply, divide; compute rate, ratio, and percent).
Strong customer-service orientation, interpersonal skills, and a willingness to take ownership and learn.
Dependability, professionalism, and the ability to multi-task and maintain composure in a fast-paced, team-oriented environment.

Nice To Haves

Interest in—or progress toward—industry certifications such as CompTIA A+/Network+, CCST, or ITIL Foundation is preferred but not required.

Responsibilities

Shadow and, with supervision, assist Service Desk staff in responding to customer-impacting service requests, incidents, and problems.
Participate in basic technical troubleshooting and observe intermediate-level troubleshooting performed by senior staff.
Provide courteous, professional customer service to internal and external customers through appropriate and thorough communication.
Learn and follow GDS Policies, GDS Procedures, and GDS Processes.
Assist in documenting tickets, activities, and time accurately and thoroughly.
Observe how customer issues are resolved within SLA obligations and how customer communications (outages, updates, status changes) are handled.
Attend departmental, process, and project-planning meetings as directed.
Assist in preparing internal reports as directed.
Prioritize assigned tasks based on workload, with guidance from a supervisor or mentor.
Complete assigned learning modules, on-the-job training, and certification-preparation activities.
Other learning-related duties as assigned.