Information Technology Intern, Service Desk

Bethesda, MD, United States

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 Description

The 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:

The Information Technology (IT) intern is responsible for providing support to the Service Desk Team. IT interns complete duties and responsibilities as assigned based on knowledge, skills, and abilities while learning and gaining more IT/Service Desk experience. These internship roles require onsite support in CFF's Bethesda office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Answer phones/emails, track missed calls/voicemails and walk-ups requests, and create tickets as needed.

Resolve tier 0 tickets; ensure first response service line agreement (SLA) is met, and assign/move tickets to correct teams/individuals.

Follow established work instructions and leverage knowledge base to resolve tier 1 tickets while working with Service Desk Technicians as appropriate.

Work with customers to assess their needs, document tickets, and provide information or assistance to resolve their problems or escalate to Service Desk Technicians, Supervisor, and/or other IT teams for additional support.

Assist in project implementation and complete assigned administrative tasks.

Assist with break/fix laptop deployment process by completing assigned administrative tasks.

Follow up with customers to ensure the issue has been resolved.

Shadow and learn from Service Desk Team Lead and Service Desk technicians to resolve technical issues and help document processes and Standard Operating Procedures (SOPs) and work instructions.

Help keep track of IT Service Desk (ITSD) asset inventory (on-hand break/fix laptops and peripheral equipment stock). Escalate when replenishment asset/peripheral stock is needed.

Organize ITSD stock room/cabinets.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

A college student enrolled in an information technology discipline.

Motivated to work in a fast-paced environment.

Detail-oriented.

Strong customer service skills.

Strong communication skills, both verbal and written.

Interested in working in a non-profit environment.

Previous service desk experience preferred.

Fall/Spring internships: minimum 8 hours per week commitment (minimum 4 hours each day block), maximum 35 hours per week. Summer/Winter internships: Minimum 14 hours/week with at least one (1) full day (7 hours/day), maximum 35 hours per week.

REPORTING RELATIONSHIPS:

Reports to the Director, Service Management.

WORKING CONDITIONS:

Normal office environment with little exposure to excessive noise, dust, and temperature.

No heavy lifting required.

Minimal travel (e.g., 2x/yr.) to conferences and meetings, as necessary.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

This position will be posted for a minimum of 5 days or until the position is filled. Applications will be accepted on an ongoing basis, so candidates are encouraged to apply promptly if interested.

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 [email protected].