IT Support Analyst

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.

Company Overview

Enterprise Fleet Management is a privately held, full-service fleet management business for companies, government agencies and organizations with medium-sized fleets. With more than 50 fully staffed offices nationwide, our team of experts can assemble a customized or full-service fleet management program that is just right for each business. With a North American fleet of 730,000 vehicles and growing at over 7 percent, the opportunity with Enterprise Fleet Management is tremendous. Our business continues to thrive, and we remain committed to the investment in and the development of our people. We do the right thing by our customers and employees every time and in every situation. Not only is that great for business (as seen in our global growth and success) it's also great for employees.

Responsibilities

As we continue to build our team in support of our vision to the 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 2 IT Support Analysts.

The Information Technology department of Enterprise Fleet Management 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 IT 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.

As an IT Support Analyst, some key responsibilities will include:

• 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

Equal Opportunity Employer/Disability/Veterans

Qualifications

Required:

• 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

Preferred:

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