IT Support Analyst

Enterprise•St. Louis, MO

2d•Hybrid

About The Position

As we continue to build our team in support of our vision to be the world’s best and most trusted mobility company, Enterprise Fleet Management, an affiliate of Enterprise Mobility is excited to announce the opening of an IT Support Analyst. The Information Technology (IT) department of Enterprise Fleet Management (EFM) builds and implements powerful solutions that help to drive and support the operations of our business spread across the US and Canada. Here, you will be part of a team that creates and delivers leading-edge technologies and expansive systems that impact every aspect of our growing businesses. We provide the resources to enable and develop our innovative I.T. professionals in a variety of career paths. Being a member of EFM IT offers all the advantages of a smaller shop including the opportunity to shape a more progressive architecture. Professionals who effectively navigate change and readily wear many hats will find this an opportunity to maximize skill diversity and build broad IT experience. This position is eligible for a hybrid work schedule, which includes the ability to work from home, while also requiring to be in person as needed at our Lakeside and/or Clayton Corporate HQ campus locations in St. Louis, Missouri. Enterprise Fleet Management offers a comprehensive healthcare package, 401k matching & profit sharing, paid time off, great discounts, and organizational growth potential.

Requirements

Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
Must currently reside in the St. Louis metropolitan area, with the ability to work on-site at our Lakeside and/or Clayton Corporate HQ campus locations
Must be able to work a schedule within U.S. Central Standard Time core business hours
1+ years of related IT experience
Must have professional experience providing exceptional customer service
Must have a general understanding of networking fundamentals and client/server computing
Must have a technical proficiency in the following areas: Troubleshooting business or personal PC hardware/software
MS Office Products
Network printing, a plus
LAN architectures and transport protocols (Such as TCP/IP), a plus
Smartphone technology, a plus
Standard computer hardware and peripherals, a plus
Remote connectivity (ie. Microsoft Cloud PC), a plus
Must have previous experience using a ticketing system in an ITSM or help desk environment
Must be committed to incorporating security into all decisions and daily job responsibilities

Nice To Haves

Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or related field preferred

Responsibilities

Resolving inbound technology-related problems in a support center environment
Providing remote customer service by responding to inbound and placing outbound phone calls; and ensuring the highest-level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner
Troubleshooting problems quickly to determine the appropriate resolution path
Documenting incidents within the IT service management system with clear, concise and accurate information; documenting troubleshooting process and procedure for each issue
Maintaining proper tracking of incident resolution for reference and management reporting
Assisting with trend and root cause analysis; identifying and communicating problem trends; identifying and communicating gaps in department knowledge required to resolve specific problems
Monitoring and modifying the progress of the service request process to provide an easy path for business partners to report issues or to request assistance
Maintaining established service level agreements to meet customer expectations and quality standards
Escalating issues to next appropriate level of support; providing concise documentation to increase efficiency of next level of support in understanding and prioritizing requests further
Educating customers on appropriate problem resolutions to minimize repeat requests; provide timely follow-up