IT Support Analyst Fleet Management at Enterprise

OverviewAs we continue to build our team in support of our vision to the be the worlds best and most trusted mobility company Enterprise Fleet Management an affiliate of Enterprise Mobility is excited to announce the opening of a Support Analyst.The Information Technology (I.T.) 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 I.T. professionals in a variety of career paths.Being a member of EFMIT 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 offers the opportunity to work fully remote from your home residence in one of our approved states.Enterprise Fleet Management offers a comprehensive healthcare package 401k matching & profit sharing paid time off great discounts and organizational growth potential.Company OverviewEnterprise 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 730000 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) its also great for employees.ResponsibilitiesResolve inbound technology-related problems in a support center environmentProvide 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 mannerTroubleshoot problems quickly to determine the appropriate resolution pathDocument incidents within the IT service management system with clear concise and accurate information; document troubleshooting process and procedure for each issueMaintains proper tracking of incident resolution for reference and management reportingAssist with trend and root cause analysis; identify and communicate problem trends; identify and communicate gaps in department knowledge required to resolve specific problemsMonitors and modifies the progress of the service request process to provide an easy path for business partners to report issues or to request assistanceMaintains established service level agreements to meet customer expectations and quality standardsEscalates issues to next appropriate level of support; provides concise documentation to increase efficiency of next level of support in understanding and prioritizing requests furtherEducate customers on appropriate problem resolutions to minimize repeat requests; provide timely follow-upEqual Opportunity Employer/Disability/VeteransQualificationsRequired: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 futureMust currently reside in one of the following states: AL AZ FL GA ID IL (excludes Cook County) IA IN KS KY LA MD MI MO NV NM NC OH OK PA SC TN TX UT VA WV WIMust have successfully completed the 2025 Enterprise Mobility EFM IT Internship ProgramMust have a general understanding of networking fundamentals and client/server computingMust have a technical proficiency in the following areas:Troubleshooting Business or personal PC hardware/softwareInternet ExplorerMS Office ProductsNetwork printing a plusLAN architectures and transport protocols (Such as TCP/IP) a plusSmartphone technology (including Active Sync) a plusStandard computer hardware and peripherals a plusRemote connectivity (ic. Citrix) a plusMust be able to work a schedule within U.S. Central Standard Time core business hours.Must be committed to incorporating security into all decisions and daily job responsibilitiesPreferred:Bachelors degree in Computer Science Computer Information Systems Management Information Systems or related field preferredRequired Experience:IC Key Skills Baan,English Language,Ideas,Access,Games,Application Management Employment Type : Full-Time Experience: years Vacancy: 1