IT Service Desk Intern

Company: Cystic Fibrosis Foundation
Location: Bethesda
Posted on: January 21, 2023

Job Description:

The Cystic Fibrosis Foundation is a leading healthcare nonprofit organization like no other. For decades, we have been taking major steps and pioneering new ways to advance the mission to find a cure for cystic fibrosis and to provide all people with CF the opportunity to lead long, fulfilling lives by funding research and drug development, partnering with the CF community, and advancing high-quality, specialized care. We are the global leader in the search for a cure for cystic fibrosis and nearly every CF drug and therapy available today was made possible because of CF Foundation support. We did this not only for the close to 40,000 people living in the U.S. with CF - and the estimated 105,000 people worldwide - but for the people with CF and families who have worked tirelessly to support the mission. These achievements have required dedication and unwavering commitment from a talented team of CF Foundation employees. We promote an environment that attracts -- and retains -- a diverse group of talented people who are passionate about eradicating this disease . Join us and you will join an amazing team, devoted to our community, and our mission. Position DescriptionThe Cystic Fibrosis Foundation (CF Foundation) and its employees embrace their commitment to its core values. These core values are the pillars on which the CF Foundation stand and will continue to sustain us as we move forward.

• Keep sight of what really matters: Our decisions are based on what is best for people with cystic fibrosis and their families.
• Aspire for excellence in all we do: We take pride in our work. We are committed to continuous learning and improvement.
• Stronger together: We collaborate and work together so that we can learn more and achieve more.
• Innovate with courage: We embrace challenges. We reach beyond boundaries in pursuit of our vision.
• Care about our people: We deeply care about each other and all who support our shared mission. We listen with respect. We support one another.We are a nonprofit, donor-supported organization that has raised and invested billions of dollars to help develop cystic fibrosis therapies that have changed the lives of people with this disease. Nearly every CF medicine available today was made possible because of Foundation support.POSITION SUMMARY:Responsible for providing support to the Service Desk Team. Complete duties and responsibilities as assigned based on knowledge, skills, and abilities while learning and gaining more IT/Service Desk experience.ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Answer phones/emails received by the IT Service Desk, log (create tickets) for phone calls/emails/missed calls/voicemails/walk up requests and categorize tickets.
  • Ask customers questions to gather information/problem description to help determine nature of problem and document tickets.
  • Monitor incident queue and ensure first response SLA is met. Assign/move tickets to correct Teams/individuals.
  • Follow established SOPs, work instructions, and knowledgebase to resolve Tier 0 and Tier 1 tickets: work with Service Desk Analysts as appropriate.
  • Assist in projects' implementation and complete assigned administrative tasks.
  • Track incident ticket queue and follow up with customers to ensure the issue has been resolved or follow up with ticket's technical assignees to ensure tickets are getting resolved or escalated.
  • Shadow Service Desk Analysts and help document processes, SOPs, and work instructions for the knowledgebase.
  • Help keep track on Service Desk's on-hand laptop and peripheral equipment stock for break/fix; notify/advise IT Service Desk Team Lead/Manager when break/fix stock needs to be replenished.
  • Organize Service Desk's stock area/cabinets.
  • Test functionality of peripheral equipment prior to obtain approval from Service Desk Team Lead/Manager to coordinate with Operations Team for disposal pickup.KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
    • Currently enrolled in a community college or university actively pursuing a degree related to Information Technology.
    • Preference for individuals with prior Service Desk experience.
    • Minimum 15 hours per week commitment.
    • Detail oriented - thorough when performing work and conscientious about attending to detail.
    • Customer Service oriented - collaborates with customers to assess their needs and document tickets. Provide information or assistance, resolve their problems. Knows when to escalate to Service Desk Technicians, Supervisor, and/or other IT teams for additional support. Follow-up and follow-through.
    • Good oral/written communication - expresses information effectively, know the audience and nature of the information; listens to others, attends to nonverbal cues, and responds appropriately.
    • Flexible and trainable.
    • Able to lift up to 40 lbs.REPORTING RELATIONSHIPS:
      • Work closely with IT Service Desk Analysts and IT Service Desk Team Lead.
      • Reports to the Director, IT Service Management.WORKING CONDITIONS:
        • Normal office environment with little exposure to excessive noise, dust, and temperature.COMPENSATION:
          • This paid internship opportunity offers a pay rate of $20.00 per hour less applicable taxes and concludes on June 30th, 2023.The above is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.Total Rewards: The CF Foundation is committed to offering competitive compensation (base pay and incentive), benefits, and professional development opportunities that maximize our ability to recruit, retain, reward, and motivate a highly-qualified and diverse workforce. Our comprehensive benefits package includes medical, dental, and vision coverage; generous time-off and leave policies; a holistic well-being program; health savings and flexible spending accounts; employer-provided life and disability insurance; retirement savings benefits; and a variety of work-life benefits to support employees and their family members.The CF Foundation is an equal opportunity employer that is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. We strive to recruit and maintain a diverse workforce. Qualified applicants will receive consideration for employment without regard to race, physical or mental disability, color, religious creed, ancestry, national origin, religion, age, sex, marital status, genetic information or testing, gender identity and expression, sexual orientation or status as a Vietnam-era or special disabled veteran or any characteristic protected by law.Reasonable Accommodations: The CF Foundation is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or would like to request an accommodation due to a disability, please contact us at HROps@cff.org.

Keywords: Cystic Fibrosis Foundation, Bethesda , IT Service Desk Intern, Other , Bethesda, Maryland