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GreatAmerica · 4 months ago

Service Desk Analyst Intern

Cedar Rapids, IA

Internship

Onsite

Intern

0+ years exp

GreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. The Service Desk Analyst Intern will work closely with internal users, gaining hands-on experience in ticket triage, troubleshooting, and supporting technology enhancements while adhering to service desk protocols.

Financial ServicesInformation TechnologyInsurance

Growth Opportunities

Responsibilities

Thoroughly investigate all user related incidents and requests by employing a combination of active listening, critical thinking, responsive inquiry, troubleshooting steps, research, and remediation efforts

Work closely with users to understand the impact and urgency of each incident and request communicating as needed using easy to understand language

Adhere to the established parameters for ticket documentation and escalation

Interact with, and support, users through a combination of remote-control tools, phone calls, email, service management platform, and desk-side support

Resolve incidents and fulfill service request utilizing known solutions, as documented in the knowledge base, collaborating with other Service Desk Analysts, and/or researching alternative solutions

Perform the following duties:

Install, upgrade, and repair endpoint equipment and productivity applications. Including equipment used in both daily operations and business continuity capabilities

Execute physical / desk moves of endpoint equipment

Dispose of surplus hardware securely

Install, upgrade, and repair line-of-business applications on user’s machines

Investigate alerts submitted to the ticketing system, determine if action is required, and assign the work to the appropriate IT work group

Other duties as assigned

Qualification

TroubleshootingMicrosoft WindowsMicrosoft OfficeActive ListeningTeam Oriented

Required

Student pursuing their Associate's or Bachelor's degree in an IT related field is required

Detail-oriented, problem solver, troubleshooting, self-motivated, organized, team oriented, solution driven, ability to quickly shift focus between tasks, conflict resolution, and active listening skills

Basic understanding of Microsoft Windows (10 and higher), Internet browsers (Edge and Chrome), Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)

Skilled in the use of a computer as a productivity tool and possess working knowledge of various technologies

Able to follow instructions, work with little supervision, and multi-task

Ability to effectively work in a team environment

Ability to enter and access information accurately on a computer