IT Help Desk Intern

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.

Responsibilities

• Apply computer image for internal customer’s new pc and work with the customer to configure the device
• Assist internal customers for migrating data from network file location to file cloud storage
• Assist internal customers with technical issues either from a ticket entered into our ticketing system or via a phone call
• Follow processes, document resolutions and add to our knowledgebase when resolution is achieved.
• Maintain own ticket queue
• Adhere to SLA metrics that are in place for ticket resolution, response time, and first call resolution.
• Operate independently while assisting customers and other support teams involving issue resolution and problem solving.
• Learn other functions within the IT Helpdesk as time allows
  
  

Skills

• Good customer service skills
• Self-motivated team player who excels in a collaborative environment
• Good organizational skills
• Ability to perform in a challenging but collaborative work environment with individuals from across the organization
• Integrates multiple concepts across job functions with a goal of overall benefit to the organization
• Excellent analytic and problem solving skills
• Effective oral, written, and interpersonal communication skills
  
  

Technical Ability

• Ability to perform troubleshooting through diagnostic techniques and pertinent questions
• Determine best solution based on the issue and details provided by the customers
• Record and track all activity on every issue through ticketing system
  
  

Business Unit

Property & Casualty IT Services

Benefits

Compensation varies by role, position level, and location. Individual pay is influenced by skills, education, training, certifications, experience, and the role's scope and complexity, along with business needs.

We offer a competitive Total Rewards package, including medical, dental, and vision plans starting on day one, PTO, paid holidays, commuter benefits, an employee stock purchase plan, education reimbursement, paid parental leave/adoption assistance, and a 401(k) plan with company match. These benefits are available to eligible full-time and part-time employees.

Your recruiter can provide more details about our total rewards and specific compensation ranges during the hiring process.