Service Desk Technician II

7 days ago

Tulsa, Oklahoma, United States Fox Rent A Car Full time

Hybrid

Fox Rent A Car is a subsidiary of Europcar Mobility Group USA, a significant player in the USA mobility markets. Europcar Mobility Group USA's mission is to be the preferred "Mobility Service Company in the USA" by offering attractive alternative solutions to short-term rentals and long-term vehicle usage, with a growing range of mobility-related services.

We're seeking a talented Service Desk Technician II to join our team and play a vital role in ensuring the seamless operation of our IT systems. As a key Service Desk team member, you'll report directly to the Service Desk Manager and be instrumental in resolving a wide range of software, hardware, and network issues. Your responsibilities will extend to providing system users with expert installation and configuration support. We're searching for a candidate with exceptional diagnostic skills and excellence in guiding end-users through solutions with clarity and professionalism.

Job Duties and Responsibilities:

Documentation:

  • Develop, update, and maintain documentation critical to supporting and enhancing the IT Knowledge Base.
  • Conduct regular meetings with Product and Technology team members to capture new processes and create workflow diagrams.
  • Attend and coordinate meetings to document processes and procedures for new projects or initiatives.
  • Perform quarterly reviews of Knowledge Base Articles, Policies, and End-user documentation, identifying necessary updates and assigning revision responsibilities.
  • Collaborate with Human Resources to ensure that all Product and Technology training materials are up-to-date and published and that compliance requirements are met and understood.

Technical Support:

  • Provide resolution of technical issues, employing excellent customer service, problem-solving skills, and technical reasoning following established protocols.
  • Analyze and determine the root causes of incoming issues, devise technical and training documents to reduce recurrences, and report findings to management.
  • Thoroughly document customer issues and resolutions in ServiceNow and utilize feedback from support tracking software to identify and mitigate recurring problems.
  • Drive process automation within the Product and Technology teams, contributing to implementation and ongoing improvements.
  • Create and maintain internal support documentation for troubleshooting and training purposes.
  • Offer after-hours on-call support and occasionally travel to sites for direct support.
  • Assist the Networking team, requiring at least an intermediate level of expertise.

Training:

  • Regularly gather feedback from team members and supervisors to identify areas for skill enhancement.
  • Integrate feedback into daily tasks, aiming for continuous performance improvement.
  • Engage in ongoing professional development through various methods, including self-study, in-house training, seminars, and online courses such as Udemy.
  • Support the development of team members through the review of documentation, knowledge transfer, and shadowing.

Administration and Communication

  • Maintain open communication, listen to team inputs, and integrate their suggestions effectively.
  • Articulate ideas and thoughts both verbally and in writing.
  • Prepare written business correspondence that is coherent, grammatically correct, effective, and professional.
  • Provide timely updates on specific assignments and general project coordination to project managers, leads, teams, key customers, and supervisors.
  • Ensure accurate and timely recording of project and trouble call assignments per departmental standards and directives.

Essential Skills:

  • At least five years of experience in Service Desk or System Administration roles or three years with relevant certifications and/or degrees (A+, Network+, MCSE, Linux+, Security+, CS, MIS, IT).
  • Proficiency with IT ticketing systems and remote desktop support.
  • Experience in setting up and maintaining automated systems.
  • Capability to manage minor projects independently.
  • Flexibility to work on any day of the year as needed, including weekends and holidays.

Preferred Qualifications & Experience:

  • Professional certifications (A+, Network+, MCSE, Linux+, Security+).
  • Proficiency in scripting languages such as PowerShell, Python, & Bash.
  • Strong technical writing and English language skills.
  • Experience with Knowledge Base administration.

Education:

  • Higher education degree in IT, CS, MIS, Networking, Cyber Security, or a related field, or an equivalent combination of education and relevant experience spanning 3-5 years.

We offer:

  • Medical, Vision, Dental, 401k, Employee Discounts, Referral bonus
  • Company-Life Insurance
  • Company AD&D Insurance
  • Flexible spending account
  • Parental leave
  • Employee assistance program

We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Accordingly, all members of society, irrespective of age, gender, disability, sexual orientation, race, religion, or belief, are encouraged to apply to join our team. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

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