Service Desk Analyst Intern

About the role

The Service Desk Analyst Intern will work full‑time during the summer and part‑time during academic breaks, supporting internal GreatAmerica users with ticket triage, troubleshooting, hardware/software support, and related duties while gaining hands‑on experience across all aspects of the Service Desk.

Responsibilities

• Thoroughly investigate all user‑related incidents and requests using 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/request, communicating in easy‑to‑understand language.
• Adhere to established parameters for ticket documentation and escalation.
• Interact with and support users via remote‑control tools, phone calls, email, service‑management platform, and desk‑side support.
• Resolve incidents and fulfill service requests using known solutions from the knowledge base, collaborating with other Service Desk Analysts or researching alternatives.
• Install, upgrade, and repair endpoint equipment and productivity applications (including equipment for daily operations and business continuity).
• Execute physical/desk moves of endpoint equipment.
• Dispose of surplus hardware securely.
• Install, upgrade, and repair line‑of‑business applications on users’ machines.
• Investigate alerts submitted to the ticketing system, determine if action is required, and assign work to the appropriate IT work group.
• Complete onboard training and other appropriate onsite training classes.
• Gain hands‑on experience with all Service Desk aspects, focusing on ticket triage and troubleshooting, including software/hardware issues, service request fulfillment, and supporting future technology enhancements.
• Perform other duties as assigned.

Requirements

• Education: Student pursuing an Associate’s or Bachelor’s degree in an IT‑related field required; entry‑level understanding of IT industry fundamentals, concepts, terminology, platforms, and processes preferred.
• Experience: No prior work experience required.

Skills

• Detail‑oriented, problem solver, troubleshooting, self‑motivated, organized, team‑oriented, solution driven, ability to quickly shift focus between tasks, conflict resolution, active listening.
• Computer skills: Basic understanding of Microsoft Windows 10 +, Internet browsers (Edge and Chrome), Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams).
• Other requirements: Skilled in using a computer as a productivity tool with working knowledge of various technologies; able to follow instructions, work with little supervision, multi‑task; able to work effectively in a team environment; able to enter and access information accurately on a computer.

Schedule

Full‑time during the summer; part‑time during the academic school year, with flexible scheduling to match the intern’s school schedule to workplace needs.