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GreatAmerica · 1 week ago

Service Desk Analyst Intern

Cedar Rapids, IA

Internship

Onsite

Intern

GreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. The Service Desk Analyst Intern will have the opportunity to gain hands-on experience in IT support, focusing on ticket triage, troubleshooting software and hardware issues, and providing excellent customer service.

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