IT Support Specialist Intern

Denver Water•Denver, CO

6d•Onsite

About The Position

Denver Water proudly serves high-quality water and promotes its efficient use to 1.5 million people in the City of Denver and many surrounding suburbs. The organization is a responsible steward of the resources, assets, and natural environment entrusted to us in order to provide a high-quality water supply, a resilient and reliable system, and excellent customer service. This intern will join the IT Customer Support Services team within the Administrative Services division and will: Follow standard Help Desk procedures Administer Help Desk software (WorkFront) Log all Help Desk interactions (WorkFront) Respond to requests for technical assistance in person, via phone, chat or email Diagnose and resolve technical hardware and software issues Research questions using available information resources Advise users on appropriate procedures Follow up with customers and users to ensure complete resolution of issues Identify and escalate situations requiring urgent attention Redirect problems to correct resource Track and route problems and requests and document resolutions Complete deployment procedures for devices being assigned to users Complete procedures to wipe PCs in preparation for retirement Complete procedures to deploy cellphones to customers Complete procedures to wipe cellphones for disposal

Requirements

Customer Service Skills
Communication skills including writing detailed information on an issue and speaking with individuals to understand issues/requirements
Ability to work independently
Ability to read, comprehend, and adhere to oral and written instructions
Problem-solving skills
Conflict-resolution skills
Interpersonal and communication skills
Work well under pressure
Be empathetic
Be willing to learn
Be a good time manager
Pay attention to detail
The candidate must currently be a student attending college/university or must have graduated in the last six (6) months.
Sophomore, Junior, Senior, or Graduate level student majoring in Information Technology, Computer Sciences, or a related field
Preferred knowledge of: Interacting with others in a professional manner
Follow standard procedures in documents and online instructions
Traversing resource media such as: Internet, Computer Files/Folders, Cloud Systems like Microsoft SharePoint
Basic skills in changing and updating Windows 10 Operating Systems Configuration Settings Display Sound Keyboard Printer
Basic understanding of installation and setup of PC hardware, i.e., desktops, laptops, tablets, and docking stations
Basic understanding of installing and removing software/applications on Windows 10 Computer Systems
Basic understanding of troubleshooting issues with the Windows 10 Operating System
Basic understanding of the differences in desktop, laptop and tablet computing systems
Basic understanding of Android and Apple iOS for troubleshooting cell phone issues

Nice To Haves

Understanding of Mac OS would be beneficial
Basic understanding of configuring and troubleshooting Printers
ITIL v4, CompTIA IT Fundamentals, or CompTIA A+

Responsibilities

Follow standard Help Desk procedures
Administer Help Desk software (WorkFront)
Log all Help Desk interactions (WorkFront)
Respond to requests for technical assistance in person, via phone, chat or email
Diagnose and resolve technical hardware and software issues
Research questions using available information resources
Advise users on appropriate procedures
Follow up with customers and users to ensure complete resolution of issues
Identify and escalate situations requiring urgent attention
Redirect problems to correct resource
Track and route problems and requests and document resolutions
Complete deployment procedures for devices being assigned to users
Complete procedures to wipe PCs in preparation for retirement
Complete procedures to deploy cellphones to customers
Complete procedures to wipe cellphones for disposal