IT Service Support Intern/Extern

Job Description

IT Service Support Intern/Extern | Department of Technology & Information (DTI)

The Tone:
This is an IT Service Support Intern/Externship at the Department of Technology & Information (DTI), located in Dover, Delaware and across Kent County. DTI is Delaware’s central IT organization, committed to providing essential technology services and collaborative solutions for the entire state. DTI works to improve the lives of Delawareans by harnessing advanced technologies to innovate and streamline government services. This internship/externship provides a valuable opportunity to gain hands-on experience in enterprise IT environments, particularly for students interested in Information Technology, Public Service, Cybersecurity, Application and Systems Support, and Technical Operations in Government. The role is crucial for keeping state functions running smoothly, ensuring reliable technology services, providing responsive customer support, and implementing effective solutions that empower government employees to serve the citizens of Delaware.

The TL;DR
• Role: Internship/Externship
• Location: Dover, Delaware (Hybrid)

• Mission: This role ensures reliable technology services and responsive customer support for state agencies, empowering government employees to serve Delawareans effectively.
• Tech Stack: Microsoft Office Suite, new software, tools, ticketing systems

What You’ll Actually Do
• Troubleshoot Incidents: Diagnose, troubleshoot, and document computer-related incidents to support timely issue resolution.
• Maintain Knowledge: Maintain an accurate and up-to-date knowledge base to ensure consistent service delivery.
• Support Hardware: Provide hands-on support for PC hardware, peripheral devices, and related equipment, including installation and repair.
• Support Software: Assist with software support, including basic application troubleshooting, installations, updates, and user guidance.
• Execute Projects: Perform additional technical tasks and project-based assignments as directed by IT leadership.

The Must-Haves
• Background: Currently attending a senior year in high school, or enrolled in or recently graduated from a degree program in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related technical field.
• Experience: Seeking internship hours to fulfill degree or certification program requirements, or an externship opportunity to apply academic knowledge in a real-world enterprise IT environment.
• Skills: Proficient in Microsoft Office Suite and comfortable learning new software, tools, and ticketing systems; organized, detail-oriented, and able to take initiative with routine tasks and technical troubleshooting; able to communicate clearly and professionally when assisting users with technical issues; and able to apply customer service best practices such as active listening, empathy, and problem-solving when supporting agency staff.