DC Water · 3 hours ago
601018-006:Summer Intern, IT Helpdesk
5000 Overlook Avenue S. W., Washington, DC, 20032, US
Internship
Onsite
Intern
$17.95/hr - $17.95/hrDC Water provides essential water services to the District of Columbia and surrounding areas. The Summer Intern, IT Helpdesk will serve as a first point of contact for users experiencing technical issues, providing frontline support for IT systems and ensuring smooth operations through troubleshooting and documentation.
Environmental ConsultingRecyclingWater
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
Qualification
Required
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
English
Ability to lift and carry IT equipment weighing up to approximately 40 pounds
Preferred
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
Preferred Majors: Computer Science or a related field
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
Company
DC Water
DC Water provides drinking water and wastewater services to residents of Columbia.
Founded in 1909
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
David L. Gadis
Principal CEO
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