Intern

FLSA Exemption Status

Summary

 IT Service Desk Intern

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

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

Role Specific Competencies

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

Environmental Requirements