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Enterprise Holdings Support Specialist- Fleet Management IT in St. Louis, Missouri

Overview

Enterprise Fleet Management Information Technology (EFMIT) provides streamlined and effective solutions to serve our growing operation. We offer solid architectural platforms with a strategic focus that clearly align to business growth and improving the customer experience. The Fleet Management systems, including EDGE, Fleet Commissions, Fleet Web and Autodata, are web based applications built using J2EE technology.

Being a member of EFMIT offers all the advantages of a smaller shop including clear view into immediate goals, multi-faceted roles and experiences, frequent cross-function team collaboration, and the opportunity to help shape a 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 a Support Specialist, you will be responsible for investigating and diagnosing hardware, software, and communication problems. This position documents resolutions within the knowledge base for all of IT Support to use. The Support Specialist ensures the transfer of knowledge by developing and delivering training to own team and first-level support teams. This position will also be responsible for security tasks and for workstation and phone installs.

Responsibilities

  • Provide in-person and remote customer service 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

  • Maintains 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

  • Monitors and modifies the progress of the service request process to provide an easy path for business partners to report issues or to request assistance

  • Maintains established service level agreements to meet customer expectations and quality standards

  • Escalates issues to next appropriate level of support; provides 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

  • Creates users accounts and grants access to a variety of applications (including Exchange, Salesforce, etc.)

  • Installs desktop hardware including peripherals; also installs and configures desktop and network printers/all-in-ones devices

Equal Opportunity Employer/Disability/Veterans

Qualifications

Minimum Qualifications :

  • Must be presently authorized to work in the US without a requirement for work authorization sponsorship by our company for this position now or in the future

  • Must have a general understanding of networking fundamentals and client/server computing

  • Must be committed to incorporating security into all decisions and daily job responsibilities

  • Ability to lift 50 pounds multiple times throughout the day

  • Must have a technical proficiency in the following areas:

  • Windows 10

  • LAN architectures and transport protocols (such as TCP/IP)

  • Active Directory

  • Internet Explorer/Edge/Chrome

  • MS Office products

  • Smartphone technology (including Active Sync, InTune, Outlook)

  • Remote connectivity (such as DirectAccess or Citrix)

  • Standard computer hardware and peripherals

  • Network printing

  • DNS

  • DHCP

  • Ability to participate in an on-call rotation

  • Ability to work in-office (Olive Campus) serveral days per week

Competency Based:

  • Accountability

  • Holds self-accountable for rules and responsibilities; ensures own projects are completed in a timely manner and to acceptable standards.

  • Collaboration and Teamwork

  • Encourages and facilitates cooperation, pride, and group identity; fosters team commitment and seeks input from team members to achieve goals; works effectively with co-workers. Manages and resolves conflicts, grievances, confrontations, or disagreements in a constructive and timely manner to minimize negative impact.

  • Communication

  • Communicates effectively, both orally and in writing, to a variety of audiences by expressing facts, ideas, and directions in an accurate, clear, and organized manner. Effectively prepares and presents information to individuals or groups with the appropriate degree of formality.

  • Creativity/Innovation

  • Uses imagination to develop new insights into situations and applies innovative solutions to problems; uses technical and professional expertise to design new methods where established methods and procedures are inapplicable or unavailable.

  • Customer Service

  • Responds to customer needs/requirements in a timely fashion; demonstrates concern for satisfying needs of external and/or internal customers.

  • Flexibility/Adaptability

  • Adapts behavior and work methods in response to new information, changing conditions, or unexpected obstacles; handles setbacks while maintaining focus and effectiveness.

  • Functional Expertise

  • Possesses necessary knowledge and skill in role area.

  • Personal Development

  • Demonstrates the motivation to improve self through training, learning, and developmental opportunities.

  • Problem Solving

  • Finds effective solutions by taking a holistic, abstract, or theoretical perspective. Uses technical and professional expertise to recognize and define problems; analyzes relevant information; encourages alternative solutions and plans to solve problems; approaches problems using a logical, systematic, and sequential approach.

  • Relationship Management

  • Relationship Management: Establishes, builds, and maintains healthy working relationships including peers, management, customers, and vendors.

  • Results Oriented

  • Demonstrates a willingness to seek out work; exhibits drive or passion for proactively dealing with issues and taking action to achieve goals beyond what is required. Uses technical and professional expertise to complete thorough and accurate work; conscientious about attending to detail; produces an acceptable amount of work while effectively managing time.

  • Critical/Conceptual Thinking

  • Makes sound and well-informed decisions by considering a broad range of factors, assumptions, frameworks, and perspectives. Finds effective solutions by taking a holistic, abstract, or theoretical perspective.

Enterprise Holdings/Enterprise Rent-A-Car/Alamo Rent A Car and National Car Rental seeks and values people of all backgrounds because every employee, customer and business partner is important. Enterprise Holdings is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity or protected veteran status and will not be discriminated against on the basis of disability.

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