Service Desk Analyst Intern at GreatAmerica in Cedar Rapids, IA

Job description

• 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.

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.
• 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.

Requirements

• 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.
• Education: The ideal candidate would have an entry level understanding of the IT industry fundamentals, concepts, terminology, platforms and processes. Student pursuing their Associate's or Bachelor’s degree in an IT related field is required.
• Experience: No prior work experience is required.
• Skills and Abilities
• Computer Skills: Basic understanding of Microsoft Windows (10 and higher), Internet browsers (Edge and Chrome), Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
• Other Requirements: 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.
• At GreatAmerica, we’re looking to grow our business through our people. Are you looking to grow your career? If so, submit your application at www.greatamerica.com/careers.

Skills

Required

• Detail-oriented
• Problem solver
• Troubleshooting
• Self-motivated
• Organized
• Team oriented
• Solution driven
• Conflict resolution
• Active listening skills
• Internet browsers (Edge and Chrome)
• Able to follow instructions
• Work with little supervision