ITS Operations Intern (Onsite)

Company

Federal Reserve Bank of Philadelphia

The Federal Reserve Bank of Philadelphia is one of the 12 regional Reserve Banks that, together with the Board of Governors in Washington, D.C., make up the Federal Reserve System. It helps formulate and implement monetary policy, supervises banks and bank and savings and loan holding companies, and provides financial services to depository institutions and the federal government. The Federal Reserve Bank of Philadelphia serves eastern and central Pennsylvania, southern New Jersey, and Delaware.

The Federal Reserve Bank of Philadelphia is seeking a Freshman, Sophomore, Junior, or Senior undergraduate student, or Recent Graduate for a summer internship in the Operations team within the Information Technology Services (ITS) department. This position is an ONSITE role (Monday- Friday) 40 hour per week position for the 10+ week summer internship program. The hourly rate for this position is $21.00 per hour.

Provide primary staffing and technical customer support ticketing intake in the Information Technology Department's Customer room for client end-user computing systems, audio/visual equipment, mobile devices, teleconferencing, and associated peripherals. May participate in local IT projects with peers and management. The level of work required is considered intermediate and staff must be able to work under moderate supervision. Ensure high levels of customer satisfaction through ownership of customer Incident and request intake using ServiceNow. Document customer contact and work within enterprise tracking tools. Provide direction and support for customer questions regarding device drop off, order pickups and vending support in coordination with the REM ITSM team.  Participate in IT Equipment pickups, disposal processing, and IT equipment relocation projects and other IT projects as designated.  Provide support for Mobile device updates in adherence with published Local and National IT guidelines. Meets or exceeds established Service Level Agreements and completes all duties in accordance with enterprise incident management procedures. Escalate issues or concerns to peers, national groups, third party repair services, and/or management on a timely basis. Perform responsibilities, job, and other duties as assigned in conformance with sound safety practices.

Projects:

• Provide primary staffing of the IT Customer Room, ensures high levels of customer satisfaction through ownership of customer Incident and request intake using ServiceNow. Document customer contact and work within enterprise tracking tools. Provide direction and support for customer questions regarding device drop off, order pickups and vending support in coordination with the REM ITSM team.  
• Participate in IT Equipment pickups, disposal processing, and IT equipment relocation projects and other IT projects as designated.  
• Provide support for Apple iPhone and iPad device updates in adherence with published Local and National IT guidelines.
• Meet or exceed established Service Level Agreements and completes all duties in accordance with enterprise incident management procedures.
• Escalate issues or concerns to peers, national groups, third party repair services, and/or management on a timely basis.  
• Perform responsibilities, job, and other duties as assigned in conformance with sound safety practices.

Required Skills:

• Strong knowledge and interest in current Microsoft Windows, Apple Macintosh, and Mobile (iOS) based hardware and software systems.  
• Working knowledge of Microsoft Office 365.

Preferred competencies:

• Experience with IT ticketing systems a plus.
• Strong teamwork ethic and Customer service focused
• Strong oral and written communication and collaboration skills.
• Strong training skills and practical experience.
• Desire to pick-up new skills quickly, problem solve, recognize issues, prioritize, respond, and/or escalate appropriately
• Ability to understand and follow technical directions
• Strong oral and written communication and collaboration skills
• Basic knowledge of business concepts and principles

Physical Requirements:

• Ability to stand or walk for long periods of time throughout the day as needed to accomplish work goals.
• Ability to quickly push equipment or mobile carts up to 60 pounds without assistance.
• Ability to lift up to 35 pounds of equipment without assistance.
• Ability to lift up to 50 pounds of equipment with assistance from another coworker as needed (infrequent).

Additional Information:

• The Federal Reserve Bank of Philadelphia believes that diversity, equity and inclusion among our employees is essential to our success as an organization, and we wa