ITS Operations Intern (Onsite) at Federal Reserve Bank (FRB) in Philadelphia, Pennsylvania

Job Description:

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 want to recruit, develop and retain the most accomplished people from a diverse candidate pool. To support a workplace culture of belonging, we offer eight employee resource groups (ERGs) and a 100 percent rating on the Human Rights Campaign (HRC) Corporate Equality Index. The Federal Reserve Bank of Philadelphia is proud to be an equal opportunity workplace.


• We have eight employee resource groups (ERGs) to support a diverse workforce. Abilities (supporting disabilities and allies), African Heritage, Asian-Pacific, Freedom (supporting LQBTQ+ and allies), Talent Forward (supporting career growth), Women United, Working Families and Veterans. ERGs are open to all employees.


• We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job responsibilities, and to receive other benefits and privileges of employment.


• All Federal Reserve Bank of Philadelphia employees must comply with the Bank's ethics rules, which generally prohibit employees, their spouses/domestic partners, and minor children from owning securities, such as stock, of banks or savings associations or their affiliates, such as bank holding companies and savings and loan holding companies. If you or your spouse/domestic partner or minor child own such securities and would not be willing or able to divest them if you accepted an offer of Bank employment, you should raise this issue with the Recruiter for this posting, who can provide you contact information for our ethics officer if necessary. You should review the Bank's Employee Code of Conduct to ensure compliance with conflict of interest rules and personal investment restrictions.


• Background investigations and drug testing are required for all new hires as a condition of employment, after the job offer is made. Candidates for positions deemed as "safety sensitive" will also be screened for the presence of marijuana. Employment may not begin until the Bank accepts the results of the background investigation.


• All employees will be subject to FBI fingerprint / criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.


• Certain eligibility rules apply. You will provide work authorization to prove their eligibility to work in the United States.


• The above statements are intended to describe the general nature, level of work and the requirements of this position. They are not intended to be an exhaustive list of all responsibilities associated with this position or the personnel so classified. While this job description is intended to be an accurate reflection of this position, management reserves the right to revise this or any job description at its discretion at any time.


• This is NOT a remote opportunity. You will be available to work on-site Monday - Friday.


• Learn more about the Philly Fed and its culture. Learn more about working for the Philly Fed.

#LI-Onsite

Full Time / Part Time

Part time

Regular / Temporary

Temporary

Job Exempt (Yes / No)

No

Job Category

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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