30 Sep
End User Support Analyst II
Vacancy expired!
End User Support Analyst II What We Need FLEETCOR is currently looking to hire an End User Support Analyst II within our IT Infrastructure division. This position falls under our CorpHQ line of business and is located In Wichita, KS. In this role, you will Provides advanced level of professional, technical support for basic hardware, software and service based inquires. 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 FLEETCOR associates. Providing timely and courteous support with primary focus in the area of incident tickets, requests for service and new employee onboarding activities. You will report directly to Tiffany Arends and regularly collaborate with FLEETCOR associates. How We Work As an End User Support Analyst II, you will be expected to work in an office environment. FLEETCOR will set you up for success by providing:
- Assigned workspace in Wichita, KS office
- Company-issued equipment
- Formal, hands-on training
- Follow agreed procedures, identifies, registers and categorizes incidents and requests
- Resolve incidents upon first contact where possible
- Respond to incidents/issues logged by phone, email or portal in timely manner
- Gathers data and provides basic troubleshooting techniques for all computer software and hardware issue
- Accurately capture and documentation of issue or request information in the FLEETCOR IT Service Management Ticketing system
- Escalates issues within Service Level Agreements, follows up and updates customers on status inquires
- Manage, meet and maintain service levels and ensure all incidents are dealt with in accordance with the SLA and internal KPIs
- Partners with IT and business contacts and effectively communicates relevant IT company related matters to ensure rapid resolution
- Emits 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
- Upholds the FLEETCOR Code of Business Conduct at all times
- Adhere 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
- Participates in special projects or performs duties in other areas as requested
- Create/Amend/Delete user AD & Application accounts according to corporate policy
- Suggest improvements to the End User Service Delivery process
- Remote installation of approved software
- Troubleshoot Microsoft Windows issues
- Troubleshoot off the shelf software issues e.g. MS Office, Slack, Zoom, Chrome Browser, Edge Browser, etc.
- Aid in the use of off the shelf and bespoke software
- Troubleshoot mobile device issues e.g. VPN access, email access on smartphone
- Provide updates as warranted to FLEETCOR Knowledge Management system
- Ensure line management are immediately made aware of high priority or high impact issues
- Requires a high school diploma plus additional post-secondary college or technical school
- 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
- 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 work independently and work well with others in and in a team-based environment
- Ability to exercise sound judgment as to when to escalate issues
- Determine whether teammates are capable of solving issues at hand
- Notify Manager of high priority or escalated issues
- ITIL Certification - Minimum Foundation preferred
- Windows 10 Workstation Certification preferred
- Help Desk Certification preferred Must complete continuing education requirements as outlined by FLEETCOR HR
- Ability to speak and hear
- Ability to see and read
- The employee is required to extend hands and arms in various directions in order to handle files and associated paperwork; use hands/fingers in repetitive motion in keyboard usage; use hands/fingers to efficiently utilize a writing instrument
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Stooping kneeling, crouching, crawling, standing, sitting, walking, pushing, pulling, is relative to office files, etc. and for job site evaluations
- Exertion up to 20 pounds of force is occasionally required and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
- 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
- Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
- Empowering our people to share their experiences and ideas through open forums and individual conversations; and
- Valuing each person's unique perspectives and individual contributions.
Vacancy expired!