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Service Desk Intern (Cedar Rapids, IA)
  
Position Summary

About GreatAmerica:

GreatAmerica is a national commercial equipment finance company dedicated to helping manufacturers, vendors and dealers be more successful and keep their customers for a lifetime.  While GreatAmerica has grown to more than 500 team members, our entrepreneurial spirit remains and endless opportunities lie ahead.  We have experienced unparalleled year over year growth since our founding in 1992. 

GreatAmerica provides business innovations beyond financing to help their partners achieve greater success. In 2009, GreatAmerica launched Collabrance to help Service Providers expand their business and embark on the path of becoming a trusted technology advisor for their customers.  Collabrance and GreatAmerica now help Service Providers gain the experience, personnel, and tools to profitably scale their business faster with less risk. As the Managed IT Services industry evolves and changes, Collabrance is designed to build stronger relationships by staying involved with partners and provide ongoing support.

There is no doubt in our minds we are building the greatest company of its kind, offering the finest products and services available anywhere.  When you are part of the GreatAmerica team, you are part of the future, part of an opportunity to grow professionally and to reach your potential while enjoying your work.

 

About this position:

Join our growing team as a Service Desk Intern!  The GreatAmerica Collabrance Service Desk Intern program is a tool designed to capture the best and brightest students off college campuses in order to build bench strength in the Triage Specialist function.  The successful candidate will have the opportunity to work full time during the summer and part time during the academic school year.  The part time scheduling portion of the Internship is very flexible, allowing for the Intern to match their school schedule with Collabrance’s workplace needs.

The Intern will complete the Collabrance technician onboard training process and other appropriate onsite training classes.  The Intern will reside in our Network Operations Center and will be given the opportunity to work directly with our end users.  Time will be spent working with users to triage and prioritize their issue.  The intern will learn about the full suite of products offered by Collabrance and the various relationships involved.  The Intern’s Mentor will work with the Intern to ensure meaningful work is being done during their work experience.  The opportunity to offer the successful Intern candidate full time employment upon graduation is a stated objective of this program. 

Specific responsibilities include:

  • Act as first point of contact for user phone calls to the service desk
  • Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
  • Act as a liaison between customers and technical escalation teams, communicating technical information in layman’s terms.
  • Resolve incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
  • Escalate more involved issues to the appropriate Tier 2 and Tier 3 support teams for expedient resolution.
  • Deliver fanatical customer support
  • Live the GreatAmerica principles
  • Perform miscellaneous duties as required.
Position Qualifications

Education, experience and skills required:

Our ideal candidate will have an entry level understanding of the IT industry fundamentals, concepts, terminology, platforms and processes.  We are seeking a student pursuing their Associate's degree in an IT related field and desire a student in their final year of school.  The ideal candidate would have previous customer service and/or call center experience.

A basic understanding of Microsoft Windows (7 and higher), Internet browsers (Internet Explorer, Chrome, Firefox), Microsoft Office (Word, Excel, PowerPoint, Outlook) is required.  An individual skilled in the use of a computer as a productivity tool and who possesses a working knowledge of various technologies is a must.  The ability to follow instructions, work with little supervision, and multi-task is required.  

Competencies required for all GreatAmerica team members:  Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability

Competencies required for this position:  Accuracy, Active Listening, Detail Oriented, Empathetic, Enthusiastic, Interpersonal, Problem Solving, Time Management, Working Under Pressure

Application Instructions

To apply for this position, please follow the online application process at greatamerica.com.  Be sure to fully complete the form, including your resume, and complete the Predictive Index assessment.