IT Service Desk Analyst Intern

Job Description:

WHY CHOOSE US?

As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women's Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

At the American Red Cross, your uniqueness can shine!

We are currently seeking an IT Service Desk Analysist Intern (work from home). This part time position working 15-20 hours a week. This Internship program will run for 16 weeks, starting in the 2025 spring semester

WHAT YOU NEED TO KNOW (Job Overview):

The IT Service Desk provides twenty-four-hour seven day a week first-tier support to Biomedical, Humanitarian Services, Service to the Armed Forces, Training Services, International Services and Corporate customers throughout the United States.

Internship opportunity for an undergraduate student or trainee to gain work experience offered by an organization for a limited period. Assist in the assessment and development of ARC programs. Conduct research related to the program and recommended processes for greater efficiency. Assist with the creation and/or maintenance of program, plans, and systems. Provide support, development and/or leadership guidance to all volunteers.

WHERE YOUR CAREER IS A FORCE GOOD (Key Responsibilities):

Reporting to an IT Service Desk Manager, the ITSD Analysts Intern will:

• Field telephone calls, chats and online portal questions from users seeking guidance
• Provide first-tier technical support to assist customers with application and software questions
• Receives, documents, tracks customer questions and/or problems in a call tracking system
• Assures timely response to questions and concerns

• Adheres to all support processes, procedures, and expectations established by management to meet the highest level of customer care

• Provides input to senior team members regarding team knowledgebase requirements
• Works routine cases with ease and gradually takes on some complex cases with the aid of a team member
• Informs leadership immediately regarding any issue that might have potential consequence to the team or organization.
• Meets all Service Level Targets

Desired Knowledge, Skills and Competencies:

• Follow outlined processes and procedures
• Speak and communicate effectively and in an articulate and diplomatic manner Follow verbal and written instructions

• Recognize errors and correct to meet organizational standards
• Troubleshoot problems and work with other groups to find solutions
• Work independently with little supervision
• Prioritize and quickly resolve issues
• Operational flexibility is required to meet sudden and unpredictable business needs
• Knowledge of ITSM/Ticketing Systems
• Knowledge of the ticket lifecycle and or ITILv4
• Knowledge of Service Level Targets

WHAT YOU NEED TO SUCCEED (Minimum Qualifications)

Education: High School or equivalentrequired. Internship is typically part of an undergraduate program which requires some university credit hours. Wake Tech students preferred.
Experience: Up to 1 year of related experience.
Management Experience: N/A
Skills & Abilities: Excellent written and verbal communication skills. Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, and Excel). Ability to work on a team.

Travel: N/a

* Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted).
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Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The work environment will consist of moderate noise (i.e. business office with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce.American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here: Summary of Rights