IT Analyst II

Corpay•Nashville, TN

48d•Onsite

About The Position

Corpay is currently looking to hire an IT Analyst II based out of Brentwood, TN. In this role, you will provide advanced system level support of multi-user, technical and financial applications, and expert technical support through direct contact with end users. This includes general support tasks, advanced troubleshooting, systems administration, testing and installation of software and server/network support. Serve as the initial point of contact for all end user technical related issues for internal Corpay associates. The IT Analyst will assist with projects working closely with other Analysts (Both in applications and technical services) to document support requirements, develop new scripts and train other End User Support team members. As an IT Analyst II, you will be expected to work in an office at our Brentwood, TN office location. Corpay will set you up for success by providing: Assigned workspace in Brentwood office location Company-issued equipment Formal, hands-on training Monthly home internet stipend

Requirements

Requires a high school diploma plus additional post-secondary college or technical school
Preference for previous office and technical experience in a customer support environment
3+ Years 1st line support/Service Desk experience
Experience working in a role with a multinational focus would be beneficial as would any experience working for an organization that is SOX or other regulatory body compliant
Ability to listen attentively
Communications, verbal and written that deliver an effective, clear, concise message
Demonstrates solid interpersonal, customer service and telephone etiquette skills
Well organized with attention to detail and ability to carry out tasks independently
Self-motivated, self-learning aptitude
Commitment to tasks in a fast-paced environment
Good team-working ability, particularly within a small team and across borders
Intermediate to advanced knowledge of computer fundamentals and related technical disciplines
Working knowledge of Microsoft Windows 10 and 11
Citrix or VMWare Application and Desktop Virtualization
MS Office 2019/Office365/Intune/ADUC/PowerShell
Collaboration Technology such as Zoom, Slack, MS Teams
Mobile Device Management Installation and Support
PC hardware break-fix identification
Printer operation and network printing installation and support
ITIL Certification - Minimum Foundation preferred
Windows 10 Workstation Certification preferred
Help Desk Certification preferred
Must complete continuing education requirements as outlined by Corpay HR

Nice To Haves

Preference for previous office and technical experience in a customer support environment
Experience working in a role with a multinational focus would be beneficial as would any experience working for an organization that is SOX or other regulatory body compliant
ITIL Certification - Minimum Foundation preferred
Windows 10 Workstation Certification preferred
Help Desk Certification preferred

Responsibilities

Following agreed procedures, identifies, registers and categorizes incidents and requests
Providing advanced technical assistance and maintenance support to end users including, but not limited to, servicing as primary second tier support and first tier support, when assigned
Resolving incidents upon first contact where possible
Responding to incidents/issues logged by phone, email or portal in timely manner
Gathering data and provides basic troubleshooting techniques for all computer software and hardware issue
Applying solid analysis skills and present moderate to complex facts to ensure proper problem determination
Resolving all moderately complex technical support issues, tracks and documents pertinent information in a timely manner according to standard procedures
Accurately capturing and documenting of issue or request information in the FLEETCOR IT Service Management Ticketing system
Escalating issues within Service Level Agreements, follows up and updates customers on status inquires
Managing, meeting and maintaining service levels and ensure all incidents are dealt with in accordance with the SLA and internal KPIs
Partnering with IT and business contacts and effectively communicates relevant IT company related matters to ensure rapid resolution
Emitting a positive, enthusiastic service attitude at all times and understands how to handle difficult situations using proper discretion and respect
General understanding of the various lines of business within FLEETCOR, their function and importance to ensure solutions align with business needs
Complies with all specified department, unit and IT Service Delivery Best Practices processes, goals and metrics
Upholding the Corpay Code of Business Conduct at all times
Adhering to Corporate procedures and policies
May be required to be the designated "On Call" person to handle problems after normal business hours/and or during weekends utilizing a cell phone as well as schedule change assignments
Participating in special projects or performs duties in other areas as requested
Creating/Amending/Deleting user AD & Application accounts according to corporate policy
Suggesting improvements to the End User Service Delivery process
Remote installation of approved software
Troubleshooting Microsoft Windows issues
Troubleshooting off the shelf software issues e.g. MS Office, Slack, Zoom, Chrome Browser, Edge Browser, etc.
Aiding in the use of off the shelf and bespoke software
Troubleshooting mobile device issues e.g. VPN access, email access on smartphone
Providing updates as warranted to FLEETCOR Knowledge Management system
Ensuring line management are immediately made aware of high priority or high impact issues

Benefits

Medical, Dental & Vision benefits available the 1st month after hire
Automatic enrollment into our 401k plan (subject to eligibility requirements)
Virtual fitness classes offered company-wide
Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
Philanthropic support with both local and national organizations
Fun culture with company-wide contests and prizes

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume