Learning Objectives:

1. Develop a foundational understanding of IT service desk operations, including incident, problem, and service request management within an SLA-driven environment. 2. Build basic-to-intermediate technical troubleshooting skills across common hardware, software, and network issues. 3. Gain exposure to core enterprise technologies, including Active Directory administration, Exchange administration, folder permissions, and Cisco-based networks. 4. Learn to communicate technical information clearly and professionally to both technical and non-technical audiences. 5. Understand and practice GDS policies, procedures, and processes for handling and documenting customer issues. 6. Practice essential professional skills, including time management, task prioritization, teamwork, and accountability. 7. Become familiar with industry frameworks and certification paths such as CompTIA A+/Network+, CCST, and ITIL Foundation.

Learning Outcomes:

1. Accurately log, categorize, and document service tickets, activities, and time in accordance with GDS documentation standards. 2. Perform basic-level technical troubleshooting and, under supervision, contribute to intermediate-level issue resolution. 3. Explain common IT support concepts and ticket statuses to technical and non-technical customers in clear, professional language. 4. Apply GDS policies, procedures, and processes to progress or escalate customer issues within defined SLA timeframes. 5. Complete guided tasks in Active Directory and Exchange (for example, basic account look-ups and folder-permission checks) under supervision. 6. Prioritize a queue of assigned tasks based on urgency, impact, and workload. 7. Prepare a basic support or activity report and present findings or a status update in a team meeting. 8. Describe the purpose of SLAs and core ITIL service-management principles as they apply to a service desk.

Essential Duties & Responsibilities:

This is a supervised learning role. Duties are performed with guidance and mentorship and include, but are not limited to, the following:

Shadow and, with supervision, assist Service Desk staff in responding to customer-impacting service requests, incidents, and problems.
Participate in basic technical troubleshooting and observe intermediate-level troubleshooting performed by senior staff.
Provide courteous, professional customer service to internal and external customers through appropriate and thorough communication.
Learn and follow GDS Policies, GDS Procedures, and GDS Processes.
Assist in documenting tickets, activities, and time accurately and thoroughly.
Observe how customer issues are resolved within SLA obligations and how customer communications (outages, updates, status changes) are handled.
Attend departmental, process, and project-planning meetings as directed.
Assist in preparing internal reports as directed.
Prioritize assigned tasks based on workload, with guidance from a supervisor or mentor.
Complete assigned learning modules, on-the-job training, and certification-preparation activities.
Other learning-related duties as assigned. Requirements

Enrollment/Education:

Currently enrolled in—or a recent graduate of—an associate's or bachelor's degree program (or equivalent training) in IT, networking, telecommunications, computer science, or a related field.

Experience:

No prior professional experience required; coursework, personal projects, or prior help-desk/customer-service exposure is a plus.

Technical foundation: Basic understanding of computer hardware, software, and networking concepts; interest in configuring and troubleshooting networks.

Certifications:

Interest in—or progress toward—industry certifications such as CompTIA A+/Network+, CCST, or ITIL Foundation is preferred but not required.

Software:

Basic proficiency with word processing, spreadsheet, and internet software; willingness to learn Contact/ticket management systems, Active Directory, and Exchange.

Communication:

Ability to communicate clearly in writing and verbally, and to present basic information and respond to questions.

Analytical skills: Ability to solve practical problems, interpret written, oral, and diagram instructions, and perform basic math (add, subtract, multiply, divide; compute rate, ratio, and percent).
Customer service: Strong customer-service orientation, interpersonal skills, and a willingness to take ownership and learn.

Professionalism:

Dependability, professionalism, and the ability to multi-task and maintain composure in a fast-paced, team-oriented environment. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an intern to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the intern is regularly required to sit and talk or hear. The intern is frequently required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The intern must regularly lift and/or move up to 25 pounds. The noise level in the work environment is usually moderate. Specific vision abilities required by this job include close vision, distance vision, and color vision. 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IT Support Intern