601018-006Summer Intern, IT Helpdesk

The intent of this job description is to provide a representative summary of the major duties locations and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a contract between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

At DC Water we provide more than 700000 District of Columbia residents and 24.6 million annual visitors with essential water wastewater and stormwater services.DC Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince Georges counties in Maryland and Fairfax and Loudoun counties in Virginia.We aspire to be known for superior service ingenuity and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision we commit to our shared mission every dayexceeding expectations by providing high quality water services in a safe environmentally friendly and efficient manner.

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.

As a summer Intern we will provide you with:

• A real-world experience on exciting projects

• Connections with recent college graduates and our company leaders

• Performance of assignments under the direct supervision of a department lead

• Performance of other work-related duties as needed

Your essential functions include but are not limited to:

• 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.

Supervisory Responsibilities: Not applicable

Key Working Relationships:

The qualifications listed below are representative of the knowledge skill and ability necessary for an individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are provided.

Required Skills & Qualifications

Preferred Skills & Qualifications

*The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

At DC Water our people make us an industry leader. Join a group of thinkers innovators and problem solvers focused on protecting lifes most precious resource in the nations capital.

• Take pride in your work.We provide an essential service and do work that matters. A career at DC Water is an exciting opportunity to help improve the environment and make a lasting difference for the community.

• Connect to a strong culture.Everything we do is grounded in our shared valuesaccountability trust teamwork customer focus safety and wellbeing.

• Be your true self.We are an inclusive organization that embraces diversity and we recognize and celebrate employees individuality and unique contributions.

• Build your skills and career path.We are committed to developing a future-ready workforce by helping our employees develop skills for the jobs of tomorrow.

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against qualified individuals with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please email.