Working as an IT intern through my high school co-op program has given me the opportunity to see what technology work is actually like in a professional environment. Instead of only learning concepts in class, I have been able to work with real employees, real equipment, and real technical problems. My internship has exposed me to help desk support, software systems, GIS, web management, device deployments and more!
Already my experience in the job has differed from my expectations. I went in thinking I would be doing basic calls where I provide instructions to small issues. This was not the case at all. I got to learn so much about the tools there are available to help employees with technical problems.
Starting With IT Help Desk Support
A large part of my internship has involved working with the IT help desk. At first, I spent time shadowing experienced employees while they handled support calls and worked through tickets. As I became more comfortable, I began taking calls myself, creating tickets, following up on problems, and helping employees resolve technical issues.
Some of the issues I have worked with include:
Windows and laptop updates
Password resets and locked accounts
Wi-Fi and internet connectivity
Outlook and email problems
Printers, scanners, and monitors
Docking stations
BitLocker
Drive mapping and folder permissions
Employee transfers
Oracle-related issues
Learning How to Troubleshoot
One of the biggest things I have learned is that troubleshooting is not always about instantly knowing the answer. Sometimes the first solution does not work, and I have to investigate further, ask additional questions, or try a different approach.
There have been times when I thought an issue was caused by one device but later discovered that something else was actually responsible. For example, a monitor problem could turn out to be related to a docking station instead.
One troubleshooting experience that stood out to me was an Outlook issue that remained open for about a week. I continued following up on the ticket and working through the problem instead of giving up after the first attempt. Eventually, I was able to resolve the issue and close the ticket. Experiences like this have shown me that some IT problems take persistence and several troubleshooting steps before finding the right solution.
These situations have taught me to slow down, look at the problem carefully, and avoid assuming the first explanation is correct.
Communication Is a Major Part of IT
Before this internship, I mostly thought of IT as working with computers. I now realize that a major part of the job is communicating with people.
When employees contact the help desk, they may not know the exact technical terms for what is happening. I have to listen carefully, ask the right questions, and figure out what they are describing. I also have to explain solutions clearly without making them overly complicated.
Working with employees through phone calls, tickets, emails, and in-person visits has shown me that good communication is just as important as technical knowledge.
Exploring Different Areas of Technology
One of the best parts of my internship has been getting to explore different teams within the IT department.
Software Solutions
While spending time with the Software Solutions team, I learned about systems such as Oracle and OnBase. I saw how they work with permissions, approval chains, HR and finance access, database tables, forms, and SQL queries.
I also learned that their work can become very specialized. Instead of handling many different general problems like the help desk, they can focus more deeply on certain applications. I saw how they sometimes have to communicate with employees for clarification, use Oracle support resources, and continue working on application tickets that may take much longer to resolve.
GIS and ArcGIS
I also spent time learning about Geographic Information Systems. Using ArcGIS, I learned how data can be organized and displayed through maps. I explored concepts such as raster layers, imagery, temporal resolution, and time-series data. I also learned how GIS can be used to track changes over time and organize information such as property parcels.
Web and SharePoint
The web team showed me how SharePoint and other tools are used to manage county websites, organize files, update pages, and process requests from different departments.
Being able to spend time with these different teams showed me how many different areas exist within one IT department. The help desk focuses on supporting users and troubleshooting a wide variety of problems, while teams such as Software Solutions, GIS, and the web team work with more specialized systems and responsibilities. Seeing each of these areas gave me a better understanding of how the different parts of IT work together.
Working With Hardware and Devices
My internship has also included plenty of hands-on hardware work. I have organized laptops and monitors, moved equipment, connected printers, prepared laptops for employees, installed updates, imaged computers, and updated device inventory.
I have also helped document equipment that was being retired and worked with large groups of monitors and docking stations.
Learning About Security
Another important part of my internship was completing my CJIS certification. This introduced me to security requirements involved with accessing and protecting criminal justice information.
It reinforced how important cybersecurity, privacy, and proper procedures are when working in government IT.
What My IT Internship Has Taught Me
My co-op internship has shown me that information technology is much larger than simply fixing computers. IT includes troubleshooting, networking, cybersecurity, software support, databases, websites, GIS, hardware management, customer service, and communication.
Before gaining experience in these different areas, I did not fully understand how many different responsibilities and specialized roles could exist within an IT department. Being able to work on help desk tickets while also spending time with Software Solutions, GIS, and the web team has given me a much broader view of the technology field and the different directions an IT career can take.
Most importantly, I have been able to see how all of these areas work together inside one organization. Every week has introduced me to something different, and the experience has given me a much clearer understanding of what working in the technology field is actually like.
