Intern

FLSA Exemption Status Non-Exempt Summary IT Service Desk Intern Salary Min $15.45 Salary Max $25.75 The IT Service Desk Intern provides frontline technical support for the Gainesville Regional Utilities Information Technology Department. Under the supervision of senior IT staff, this position assists with troubleshooting hardware, software, and peripheral issues while gaining practical experience in enterprise information technology operations. The intern serves as a first point of contact for customers by providing exceptional customer service, documenting incidents and service requests, and assisting with the installation, configuration, maintenance, and support of computer hardware, operating systems, software applications, and related technology. This position offers hands-on experience in enterprise IT support while allowing the intern to develop technical and professional skills in a collaborative environment. Examples of Work Essential Functions Serve as the initial point of contact for customers seeking technical assistance via phone, email, remote support, or in person. Log, categorize, prioritize, and document incidents and service requests using the organization's IT Service Management (ITSM) system. Troubleshoot and resolve routine hardware, software, printer, operating system, and peripheral device issues. Install, configure, and deploy desktop and laptop computers, software applications, and peripheral equipment. Provide remote support using approved remote management tools. Assist with workstation imaging, software deployment, and computer setup for new employees. Maintain accurate documentation of work performed and contribute to knowledge base articles when appropriate. Provide professional, courteous customer service while supporting City and GRU employees. Examples of Work (continued) Non-Essential Functions Assist with technology inventory, asset management, and equipment lifecycle activities. Participate in departmental meetings, training, and special projects. Perform other related duties as assigned. License Required Valid Florida Class E Driver's License required Education Must be currently enrolled in an accredited college or university pursuing an Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a closely related field. Must maintain a minimum cumulative GPA of 2.0 throughout employment. Preference may be given to candidates maintaining a GPA of 3.0 or higher. Proof of current enrollment and academic standing may be required upon hire and throughout the internship. Experience EXPERIENCE Some coursework or hands-on experience supporting computer hardware, software, or information technology systems is preferred. Preference may be given to candidates with experience in one or more of the following: Computer hardware configuration and repair Microsoft Windows operating systems Help desk or customer support Desktop software installation and troubleshooting Basic networking concepts Enterprise IT support environments Internship experience, volunteer work, laboratory experience, or personal technical projects may be considered qualifying experience. CERTIFICATIONS: Preferred CompTIA A+ GRU Competencies Customer Focus Role Specific Competencies Safety Knowledge, Skills, and Abilities KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of Microsoft Windows operating systems. Basic understanding of computer hardware, peripherals, and desktop software. Ability to troubleshoot technical issues using logical problem-solving techniques. Ability to communicate technical information clearly to users with varying technical skill levels. Strong customer service and interpersonal skills. Ability to prioritize multiple assignments while maintaining attention to detail. Ability to work independently and as part of a team. Ability to learn new technologies and procedures quickly. Ability to maintain confidentiality and exercise sound judgment. Strong verbal and written communication skills. Physical Requirements To Perform this job successfully, an individual must possess certain physical abilities and be able to withstand work-related environmental conditions Climbing - Rarely/Never Driving - Rarely/Never Far Vision Acuity - Often Fine Manipulation - Often Foot or Leg Controls - Continually Gross Manipulation - Often Hearing - Continually Keyboarding - Continually Lifting or Carrying>50 lbs. - Rarely/Never Near Visual Acuity - Continually Normal Color Vision - Rarely/Never Peripheral Vision - Continually Pushing or Pulling > 50 lbs. - Rarely/Never Reaching Above Shoulder Level - Rarely/Never Reaching Overhead-Rarely/Never Sitting - Often Speaking - Continually Standing or Walking - Often Stooping, Kneeling, or Crawling - Occasionally Environmental Requirements Work requires performance of tasks outdoors under varying climatic conditions.