By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?
Join us—Where your Career is a Force for Good!
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 Analyst 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 equivalent required. 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.
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.
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