Work Study Intern - Information Technology - Client Services (Fall/Winter)

The Information Technology (IT) Client Services Intern will support the PHL IT team in delivering exceptional client service, communication, and process improvement initiatives. The intern will gain hands-on exposure to IT operations, client engagement, and technology-based project coordination while assisting in day-to-day communication, documentation, and reporting efforts.

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Key Responsibilities

1. Client Support & Communication

· Shadow IT Client Services team members during client meetings, walkthroughs, and trainings.

· Draft and edit communication templates, FAQs, and quick guides for common IT-related inquiries.

· Assist in preparing client-facing materials such as presentations, status updates, or announcements.

· Support the coordination of internal communication related to IT services and updates.

2. Documentation & Reporting

· Document meeting notes, project updates, and client feedback accurately and concisely.

· Assist with developing user guides, quick reference sheets, and process documentation for end users.

· Help prepare weekly and monthly performance reports, including service metrics, survey results, and engagement summaries.

3. Project & Process Support

· Provide administrative and coordination support for IT projects, including scheduling, task tracking, and preparing meeting materials.

· Assist in user acceptance testing (UAT) by following test scripts, logging results, and identifying issues.

· Support the analysis of survey or feedback data to identify trends and improvement opportunities.

4. Technology Exposure

· Learn and use tools for data reporting, collaboration, and project management (e.g., Power BI, SharePoint, Microsoft Teams).

· Observe and support the rollout of IT systems and applications to airport departments and end users.

· Gain insight into IT service management processes and client engagement best practices.

5. Client Engagement Activities

· Participate in IT outreach events, workshops, and training sessions for airport staff.

· Assist with the development of onboarding and training materials for new systems or software.

· Contribute to “Voice of the Client” initiatives by collecting, summarizing, and reporting user feedback.

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Learning Outcomes

By the end of the internship, the intern will:

· Understand key concepts of client service and IT service delivery in a large organizational setting.

· Gain experience in professional communication, documentation, and reporting practices.

· Develop skills in teamwork, data interpretation, and client engagement.

· Learn how technology supports business operations within an airport environment.

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Qualifications / Desired Skills

· Strong communication and writing skills.

· Attention to detail and ability to document information clearly.

· Interest in information technology, customer service, or business communication.

· Familiarity with Microsoft Office 365 (Word, Excel, PowerPoint, Teams, SharePoint).

· Ability to work collaboratively in a team environment.

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Preferred College Majors

Information Technology (IT); Computer Science; Information Systems / Management Information Systems (MIS); Cybersecurity; Data Analytics / Data Science; Business Administration (with an Information Systems or Technology concentration); Communications (with emphasis on Digital Media or Technical Communication); Project Management; Engineering Technology; Digital Transformation or Technology Innovation