IT Support Specialist Intern

Summer Position:

Full Time - 40 hours per week

Monday - Friday 8:00 am – 4:30 pm (On-site)

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.

Internship Project Description:

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

Knowledge, Skills, and Abilities to perform this intern project:

• 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

During the Summer Intern Program, there are three(3) mandatory events.

Intern positions do not come with any benefits other than holiday pay and Accrued Paid Sick Leave. Interns and Denver Water Temps accrue one hour of Accrued Paid Sick Leave per 30 hours worked, up to 48 hours per year per the Colorado Healthy Families and Workplaces Act.

Hiring Criteria:

The position may be a paid position and/or for school credit. However, the candidate must currently be a student attending college/university or must have graduated in the last six (6) months.

Education Requirements:

• Sophomore, Junior, Senior, or Graduate level student majoring in Information Technology, Computer Sciences, or a related field

Experience Requirements:

• 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
• Understanding of Mac OS would be beneficial
• Basic understanding of configuring and troubleshooting Printers

License Requirements:

• Preferred but not required certificates:
• ITIL v4, CompTIA IT Fundamentals, or CompTIA A+

Pre-Employment Requirements:

• A background check including education and criminal history.

An offer of employment may be contingent upon satisfactory results of a post-offer drug test and alcohol. Denver Water tests for the following: amphetamines, cocaine, marijuana (THC), opiates, and phencyclidine (PCP). A strength test may also be conducted due to the physical requirements of the position. This strength test may include lifting, pushing, and pulling various amounts of weight as well as crouching, squatting, and lifting one’s own body weight from various positions. If the position is deemed safety-sensitive or requires a CDL, you will be placed on the random drug and alcohol testing list, which means you may be tested if your name is selected while employed at Denver Water.

Applicants for employment at Denver Water must be authorized to work in the U.S.  Denver Water will not sponsor or take over sponsorship of an employment visa.