601018-006:Summer Intern, IT Helpdesk

District of Columbia Water and Sewer Authority • Washington, WA

12h • Onsite

About The Position

The Summer Intern, IT Helpdesk will serve as a first point of contact for users experiencing technical issues and will provide frontline support to ensure the smooth and efficient operation of IT systems, including hardware and software. This role is critical to diagnosing problems, resolving common technical issues, and escalating more complex inquiries to higher-tier support staff in a timely manner. The intern will support users through multiple channels, document solutions, contribute to the IT knowledge base, and gain hands-on experience in customer service, troubleshooting, and IT operations.

Requirements

• Demonstrated foundational understanding of information technology concepts through coursework, academic projects, internships, or related experience, including exposure to basic hardware, software, or networking principles.
• Must be currently enrolled fulltime in an undergraduate or graduate program
• Must have at least 30 credit hours complete
• Must have a minimum 3.0 grade point average
• Foundational knowledge of computer hardware, operating systems, and common software applications.
• Ability to troubleshoot basic technical issues and follow structured problem-solving processes.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Effective time management and organizational skills to manage multiple tasks and support requests simultaneously.
• Attention to detail when documenting issues, solutions, and system updates.
• Customer service mindset with a focus on responsiveness, professionalism, and user satisfaction.
• Ability to lift and carry IT equipment weighing up to approximately 40 pounds.

Nice To Haves

• Experience providing technical support in a helpdesk, IT support, or customer service environment.
• Exposure to ticketing systems, service level agreements (SLAs), or structured IT support processes.
• Strong technical aptitude and ability to troubleshoot intermediate hardware, software, or system issues.
• Familiarity with ticketing systems, knowledge bases, or IT service management tools.
• Ability to analyze recurring issues and contribute ideas for process or service improvements.
• Strong collaboration skills and ability to work effectively as part of a technical support team.
• Adaptability and willingness to learn new technologies and support tools quickly.

Responsibilities

• Respond to user inquiries via phone, email, chat, and ticketing systems regarding hardware, software, and network-related issues.
• Diagnose and troubleshoot technical problems to identify root causes and determine appropriate solutions.
• Provide clear, step-by-step guidance to users to resolve technical issues.
• Log, track, and update support requests in the IT ticketing system, documenting issues, troubleshooting steps, and resolutions.
• Escalate unresolved or complex technical issues to higher-tier support staff in a timely manner, following established procedures.
• Assist with installation, configuration, and updating of computer hardware, software, and peripherals.
• Maintain accurate documentation and contribute to knowledge base articles, training materials, and standard operating procedures.
• Collaborate with IT team members to share knowledge, improve processes, and support continuous service improvement.
• Deliver a positive and professional customer support experience through effective, empathetic communication.

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees