601018-006:Summer 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.

General

Job Title:

Summer Intern, IT Helpdesk

Job Code:

A0133

Supervises Directly:

No

New or Revised:

Revised

Regular or At-Will:

At-Will

Date Last Revised:

12/30/2025

Exempt or Non-Exempt:

Non-Exempt

Compensation Approval Signature:

Union/ Non-Union:

Non-Union

Division:

Department:

Information Technology

IT-Customer Service

Salary Schedule:

INTERN

Cost Center Code:

601018

Grade:

INTERN

Essential Position:

No

Reports To:

Customer Service Supervisor, IT

EEO Code:

Administrative Support

Work Format

In-Person

Who We Are & What We Do:

At DC Water, we provide more than 700,000 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 George's 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 day—exceeding expectations by providing high quality water services in a safe, environmentally friendly, and efficient manner.

Role Description:

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.

Essential Duties & Responsibilities:

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:

Skills & Qualifications:

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

Required Experience:

Demonstrated foundational understanding of information technology concepts through coursework, academic projects, internships, or related experience, including exposure to basic hardware, software, or networking principles.

Minimum Education Requirements:

Must be currently enrolled fulltime in an undergraduate or graduate program

Must have at least 30 credit hours complete

Must have a minimum 3.0 grade point average

Required Skills:

Foundational knowledge of computer hardware, operating systems, and common software applications.

Ability to troubleshoot basic technical issues and follow structured problem-solving processes.

Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Effective time management and organizational skills to manage multiple tasks and support requests simultaneously.

Attention to detail when documenting issues, solutions, and system updates.

Customer service mindset with a focus on responsiveness, professionalism, and user satisfaction.

Required Licenses & Certifications:

Not appliable

Required Languages:

English

Physical Requirements:

Ability to lift and carry IT equipment weighing up to approximately 40 pounds.

Preferred Skills & Qualifications

Preferred Experience:

Experience providing technical support in a helpdesk, IT support, or customer service environment.

Exposure to ticketing systems, service level agreements (SLAs), or structured IT support processes.

Preferred Education Requirements:

Preferred Majors: Computer Science or a related field.

Preferred Skills:

Strong technical aptitude and ability to troubleshoot intermediate hardware, software, or system issues.

Familiarity with ticketing systems, knowledge bases, or IT service management tools.

Ability to analyze recurring issues and contribute ideas for process or service improvements.

Strong collaboration skills and ability to work effectively as part of a technical support team.

Adaptability and willingness to learn new technologies and support tools quickly.

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.*

Your Experience at DC Water :

At DC Water, our people make us an industry leader. Join a group of thinkers, innovators, and problem solvers focused on protecting life’s most precious resource in the nation’s 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 values—accountability, 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 complianceada@dcwater.com .