Service Desk Analyst Intern

Great America 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!

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 Great America’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 Great America 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.

• 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.

• 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.