Service Desk Analyst Intern

GreatAmerica Financial Services; Cedar Rapids (IA); On-site; USD 17,000 - 25,000; Full time

Job summary

GreatAmerica is seeking a Service Desk Analyst Intern to join our fast-paced IT team. The internship offers full-time work during the summer and part-time during school breaks, with flexible scheduling to fit your academic calendar.

You will gain hands-on experience with incident triage, troubleshooting, endpoint hardware/software support, and service requests, while collaborating with internal users and other service desk staff in a dynamic, quality-driven environment.

Qualifications

• Detail-oriented and problem-solving mindset required.
• Ability to troubleshoot issues across software and hardware.
• Willingness to learn and work in a fast-paced team environment.

Responsibilities

• Investigate user incidents and requests using active listening and troubleshooting.
• Collaborate with users to assess impact and urgency of incidents.
• Communicate clearly in plain language to users and colleagues.
• Document tickets according to service desk processes and escalate when needed.
• Interact with users via remote tools, phone, email, and desk-side support.
• Resolve incidents using known solutions and knowledge base; research alternatives when needed.
• Install, upgrade, and repair endpoint hardware and productivity apps.
• Perform physical moves of endpoint equipment as required.
• Dispose of surplus hardware securely.
• Install and update business applications on user devices.
• Review alerts and assign work to the appropriate IT group.
• Take on other duties as assigned.

Skills

Detail-oriented

Problem solving

Troubleshooting

Self-motivated

Organized

Team oriented

Solution driven

Active listening

Job description

GreatAmerica is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth. We have also recently become a bank!

We Are Looking to Add a Key Member to Our Service Desk!

The successful candidate will have the opportunity to work full time during the summer and part time during the academic school year breaks. The part time scheduling portion of the Internship is very flexible, allowing for the Intern to match their school schedule with GreatAmerica’s workplace needs.

The Intern will complete the onboard training process and other appropriate onsite training classes. The Intern will be part of the Service Desk team and will be given the opportunity to work directly with our internal GreatAmerica Users. During that time the Intern will be getting hands on experience with all aspects of a Service Desk, with a heavy focus on ticket triage and troubleshooting. This includes but is not limited to: both software and hardware issues, fulfill service requests, and supporting future technology enhancements in a timely fashion. An ideal Intern for this role would excel in a constantly changing and fast-paced environment focused on quality, customer service, and process improvement.

As a Service Desk Analyst Intern, You’ll:

• 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.

To be successful in this role you’ll need:

• 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.