IT Support Specialist

Enterprise Holdings•Clayton, MO

8d•Hybrid

About The Position

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.

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 reside in St. Louis, Missouri, or immediate surrounding area
Ability to lift 50 pounds multiple times throughout the day
Ability to participate in an on-call rotation
2+ years of related IT experience
Must have a general understanding of networking fundamentals and client/server computing
Must have a technical proficiency in the following areas: Windows 11, LAN architectures and transport protocols (such as TCP/IP), Active Directory, Internet Explorer/Chrome/Edge, MS Office products, Smartphone technology (including Active Sync, InTune, Outlook), Remote connectivity (such as DirectAccess or Windows 365 Cloud PC), Standard computer hardware and peripherals, Network printing, DNS, DHCP
Must be committed to incorporating security into all decisions and daily job responsibilities

Nice To Haves

Bachelor’s degree highly preferred or equivalent combination of education and experience

Responsibilities

Provide in-person and remote technical support, ensuring the highest-level of customer service by following professional manor and operating in a helpful and timely manner
Troubleshoot technology-related problems quickly to determine the appropriate resolution path
Document incidents within the IT service management system with clear, concise, and accurate information; document troubleshooting process and procedure for each issue
Maintain proper tracking of incident resolution for reference and management reporting
Assist with trend and root cause analysis; identify and communicate problem trends; identify and communicate gaps in department knowledge required to resolve specific problems
Monitor and modify the progress of the service request process to provide an easy path for business partners to report issues or to request assistance
Maintain established service level agreements to meet customer expectations and quality standards
Escalate issues to next appropriate level of support; provide concise documentation to increase efficiency of next level of support in understanding and prioritizing requests further
Educate customers on appropriate problem resolutions to minimize repeat requests; provide timely follow-up
Install desktop hardware including peripherals; also install and configure desktop and network printers/all-in-ones devices
Participate in an on-call rotation