About the Job

The Intern, Service Desk Technician assists and provides support to our internal and external daily operations. This role is responsible for supporting IT requests of the business by resolving issues with both computer hardware and software. The Intern responds to user inquiries, assesses the issues, and troubleshoots to resolve issues and requests. This high-visibility and high customer support position leverages technical and communication skills to provide effective customer service supporting basic employee and team IT system needs both online and in person. 

The FMI Internship Program is offered to students currently registered in a degree program. It is a 10-12 week summer commitment, Full Time, 40 hours/week. Interns will gain a greater understanding of FMI through challenging project-based work, Spotlight Speaker Series with company executives, and the chance to connect with all employees by attending many company-wide events. 

Foundation Medicine is unable to consider candidates that will require visa sponsorship now, or in the future, for this specific role.

Key Responsibilities

• Work with various IT team members and experienced team members to identify and escalate complex problems.
• Perform initial problem management initiation/coordination and handle basic to moderate IT issues.
• Assist team in providing first-line support for IT related services for employees and clinical lab.
• Document each customer incident within the ticket tracking system, ServiceNow.
• Exemplify strong written and verbal communication skills via Service Desk tools; ServiceNow, Slack, email.
• Assist team with a variety of tasks including on/off-boarding, inventory, documentation, and other projects as assigned.
• Research and resolve customer calls that require follow-up.
• Resolve immediate support requests once assigned.
• Monitor emails, ticket queues, and channels as needed to ensure incidents are escalated in a timely fashion.
• Acquire Service Desk knowledge.
• Monitor assigned incidents to ensure adequate and timely resolution.
• Assist in creation of new user accounts.
• Support completion of new user laptop configuration and laptop imaging.
• Document resolution steps for closed tickets and notes for escalations.
• Provide immediate assistance to Service Desk and Delivery team during major incidents.
• Assist in the setup of email on computers and mobile devices.
• Provide team support in printer installations and software on end user PCs.
• Support and troubleshoot system issues related to end user IT equipment.
• Troubleshoot and assist in basic support on audio and visual equipment.
• Contribute information and articles to be used in the Service Desk knowledgebase.
• Provide continuous improvement in the process and quality of operations.
• Provide high level of customer satisfaction via both On-Line support and Walk Up Helpdesk support.
• Other duties as assigned.

Qualifications

Basic Qualifications

• Rising senior pursuing a Bachelor’s Degree in Computer Science, Software Engineering, or a related discipline

Preferred Qualifications

• Experience with Microsoft products with base levels of competency in Windows Operating systems and Office 365 products
• Experience working in a laboratory environment
• Working knowledge and proficient understanding of: 
  • Active Directory, including password resets
  • Enterprise Anti-Virus technologies such as Symantec
  • Enterprise Mobile Device Management technologies
  • Apple OS X Operating systems
  • Network technologies such as Transmission Control Protocol/Internet Protocol, Domain Name System, Dynamic Host Configuration Protocol, and Virtual Private Networks
• Ability to contribute both as an individual and as a team member to accomplish goals
• Knowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks and computers
• Strong attention to detail and time management with demonstrated history of these skills in scheduling and ticket documentation
• Strong analytical skills, decisiveness, and sound judgment
• Understanding of HIPAA, and the importance of privacy of patient data
• Commitment to reflect FMI’s values: passion, patients, innovation, and collaboration