Intern - IT

POSITION SUMMARY:

This position will expose the intern to the workings of Information Technology in a financial institution.  The student will assist in the organization and maintenance of key areas of the institution.  This can include a range of tasks and technical projects that support FCB’s IT Department.  The internship will focus on one or more of the following areas within IT: Service Desk, client imaging, hardware and software support, Information Security, Networking and other areas within IT.

ACCOUNTABILITIES: 

Service Desk:                                                   80%

• Demonstrates a high level of customer service by helping users identify issues and tracking resolution.
• Provides technical assistance and accurate resolution.
• Identify trends and improvement opportunities by performing root cause analysis.
• Answers questions thoroughly and respectfully.
• Diagnoses software and hardware problems.
• Maintains accurate documentation of issues and inquiries, and the corrective actions.
• Establishes processes for problem resolution or task completion.

Teamwork:                                              15%

• Assists the IT Team with escalated issues for proper ticket tracking and closure.
• Assists the IT Team with achieving department goals.

Other:                                                                5%

• Maintains customer confidence and protects operations by keeping information confidential.
• Contributes to team effort by accomplishing related results as needed.
• Attends mandatory compliance and security sessions.  Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.

COMPETENCIES:

Complex Problem Solving

• Identifies complex problems and reviews related information to develop and evaluate options and implement solutions.

Professionalism

• Projects a positive image of the bank to all internal and external customers.

Team Skills

• Works together with a group of people to coordinate and to help each other in daily tasks.

Initiative

• Exhibits the action of taking the first step such as originating new ideas or ability to think and act without being asked.

Integrity/Confidentiality

• Demonstrates the ability to hold confidential information and displays honesty and high ethical standards.

Customer Service

• Exhibits customer focus, acknowledges & listens to customer, and provides friendly, courteous, and efficient service.

Adaptability

• Adjusts quickly to different work situations and remains composed under pressure and in stressful situations.

Originality

• Demonstrates ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.

Training

• Understands the link between needed skills and employee competency.  From this ‘gap’ must be able to determine the appropriate training method to best deliver support.

Verbal/Written Communication Skills

• Provides information to customers inside the organization, supervisors, and co-workers clearly and concisely in writing, by telephone or through e-mail.

ENVIRONMENTAL CONDITIONS:

• Work is performed primarily indoors in an office setting.

PHYSICAL AND MENTAL DEMANDS:

• Position accountabilities are typically performed while sitting for most of the day. Occasional lifting of up to 30 pounds may be necessary.  The physical and mental demands of this position are representative of those that must be met by an employee to successfully perform the essential position accountabilities.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position and accountabilities.  First Citizens Bank reserves the right to review each requested accommodation and determine if it poses an undue hardship

KNOWLEDGE, SKILLS AND ABILITIES:

• Student working toward or has obtained a diploma or degree in an IT related field of study.
• Prefer knowledge of Microsoft Office products
• Requires very good listening and oral/written communication skill.
• Ability to clearly document technical issues for Help Desk ticketing and processes tracking.
• Requires ability to express ideas clearly and explain technical information to others for their understanding.
• Requires willingness to listen to questions and concerns.
• Candidate must be self-motivated and task driven.
• Valid driver’s license required for travel to other locations as needed.

Qualifications