Service Desk Analyst I - American Rental Association - Partnership
Bonita Springs, FL
About the Job
Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with trailing twelve month total revenues of nearly $3.3 billion as of March 31, 2024. Herc Rentals' parent company, known as Herc Holdings Inc., listed on the New York Stock Exchange on July 1, 2016, under the symbol "HRI." Herc Rentals serves customers through approximately 412 locations and has approximately 7,600 employees in North America.
Short Description
As a Service Desk Analyst, you will be the main liaison between our employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will troubleshoot application, mobile and computer problems, perform hardware and software diagnostics, and will implement or coordinate needed repairs via phone, chat, or email. Document user's support issues through our internal tracking system which includes opening, updating, escalating, resolving, and closing support tickets following the Herc Rentals current internal end-user Service Level Agreement to ensure a timely resolution.
Responsibilities
Professional Experience
1-3 years' experience in Help desk Support or equivalent field
Be experienced in supporting desktop operating systems such as Windows 7/8/10
Expert knowledge of Microsoft Office suite of applications
Proficient in mobile technology e.g. IOS and Android devices
Experience providing phone and remote support for users
Experience working with complex technical issues
Knowledge around IT related systems or applications
Experience in customer service-related roles
Understanding of ITIL practices and ServiceNow is beneficial
MS Office Skills (Excel, PowerPoint, Word) is beneficial
Educational Background
Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience
High School Diploma
Conditions of Employment
Skills
Req #: 59845
Please be advised that the actual salary offered for any position is subject to the company's sole discretion and may be influenced by various factors, including but not limited to the candidate's qualifications, experience, location, and overall fit for the role.
Herc Rentals values its employees and provides excellent compensation and benefits packages which are not limited to the following.
Keeping you healthy
Medical, Dental, and Vision Coverage
Life and disability insurance
Flex spending and health savings accounts
Virtual Health Visits
24 Hour Nurse Line
Healthy Pregnancy Program
Tobacco Cessation Program
Weight Loss Program
Building Your Financial Future
401(k) plan with company match
Employee Stock Purchase Program
Life & Work Harmony
Paid Time Off (Holidays, Vacations, Sick Days)
Paid parental leave.
Military leave & support for those in the National Guard and Reserves
Employee Assistance Program (EAP)
Adoption Assistance Reimbursement Program
Tuition Reimbursement Program
Auto & Home Insurance Discounts
Protecting You & Your Family
Company Paid Life Insurance
Supplemental Life Insurance
Accidental Death & Dismemberment Insurance
Company Paid Disability Insurance
Supplemental Disability Insurance
Group Legal Plan
Critical Illness Insurance
Accident Insurance
Herc does not discriminate in employment based on the basis of race, creed, color, religion, sex, age, disability, national origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factors.
Short Description
As a Service Desk Analyst, you will be the main liaison between our employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will troubleshoot application, mobile and computer problems, perform hardware and software diagnostics, and will implement or coordinate needed repairs via phone, chat, or email. Document user's support issues through our internal tracking system which includes opening, updating, escalating, resolving, and closing support tickets following the Herc Rentals current internal end-user Service Level Agreement to ensure a timely resolution.
Responsibilities
- Support Herc based applications and infrastructure for all North America
- Analyze user needs, facilitate support, and provide complete solutions whenever possible
- Communicate issues and opportunities to Service Desk leadership
- Maintain a high degree of working knowledge with all IT system and business applications within the Herc portfolio
- Provide accurate and correctly detailed documentation for each solution
- Respond to and resolve issues within Service Level Agreement timeframes
- Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment to provide first-level technical support.
- Provide top-tier customer support for all Herc users, including Senior and C-Level management
- Be able to ask efficient probing questions and use working knowledge of Herc systems to determine the root cause of any issue as quickly as possible
- Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments
Professional Experience
1-3 years' experience in Help desk Support or equivalent field
Be experienced in supporting desktop operating systems such as Windows 7/8/10
Expert knowledge of Microsoft Office suite of applications
Proficient in mobile technology e.g. IOS and Android devices
Experience providing phone and remote support for users
Experience working with complex technical issues
Knowledge around IT related systems or applications
Experience in customer service-related roles
Understanding of ITIL practices and ServiceNow is beneficial
MS Office Skills (Excel, PowerPoint, Word) is beneficial
Educational Background
Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience
High School Diploma
Conditions of Employment
Skills
- Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently
- Application Support Service Delivery (Service Management) knowledge
- Excellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized manner
- Self-Starter; be able to work independently and get work done
- Strong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to be a team player
- Strong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard application
Req #: 59845
Please be advised that the actual salary offered for any position is subject to the company's sole discretion and may be influenced by various factors, including but not limited to the candidate's qualifications, experience, location, and overall fit for the role.
Herc Rentals values its employees and provides excellent compensation and benefits packages which are not limited to the following.
Keeping you healthy
Medical, Dental, and Vision Coverage
Life and disability insurance
Flex spending and health savings accounts
Virtual Health Visits
24 Hour Nurse Line
Healthy Pregnancy Program
Tobacco Cessation Program
Weight Loss Program
Building Your Financial Future
401(k) plan with company match
Employee Stock Purchase Program
Life & Work Harmony
Paid Time Off (Holidays, Vacations, Sick Days)
Paid parental leave.
Military leave & support for those in the National Guard and Reserves
Employee Assistance Program (EAP)
Adoption Assistance Reimbursement Program
Tuition Reimbursement Program
Auto & Home Insurance Discounts
Protecting You & Your Family
Company Paid Life Insurance
Supplemental Life Insurance
Accidental Death & Dismemberment Insurance
Company Paid Disability Insurance
Supplemental Disability Insurance
Group Legal Plan
Critical Illness Insurance
Accident Insurance
Herc does not discriminate in employment based on the basis of race, creed, color, religion, sex, age, disability, national origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factors.
Source : American Rental Association - Partnership