Desktop Support Analyst

A Day in the Life: The desktop identity and access management support analyst role is a walk-up end user support experience at the Hertz Global Headquarters in Estero Florida. This role will be a direct face-to-face interaction with Hertz end users as a first point of contact for technology support. The focus is to quickly help users resolve issues and improve their technology experience and increase productivity. Responsibilities include but are not limited to identity provisioning/de-provisioning, on-boarding/off-boarding of Hertz employee, contractors, and provisioning access to data and applications. Strong people and technical skills are required to provide hands on technical support, training, technical guidance, and solutions to common and uncommon problems. What you will do: Setting up new users with multi-factor authentication and Microsoft Office Suite Assisting end users with password resets and troubleshooting login issues Adherence to Identity and Access management (IAM) processes and procedures Work with application teams to define and refine role-based access Conduct end user training for new systems deployments Work closely with user community to facilitate Single-Sign-On and Multi-factor authentication across all Hertz entities Configure mobile devices such as iPhone, android, tablets Troubleshoot and triage end user devices and determine resolution Schedule and adhere to end user appointments Documenting and resolving trouble tickets, updating knowledge base, escalating when required Identify potential escalations/outages and proactively alerts management as needed Setting up and troubleshooting VPN connections Connecting to network printers and map network drives Perform network troubleshooting on LAN and WIFI connectivity issues Provide operating system and application installation, support, and troubleshooting Maintain hardware inventory and asset lifecycle management Other duties as assigned during downtime What We're Looking For: Minimum 2 years End User support experience in a large enterprise environment Minimum 1 year of relevant practical experience technical support and troubleshooting in Identity and Access Management High School diploma or equivalent preferred Excellent written and verbal communication skills while maintaining composure and end user focus while solving their technical issues Ability to work in a team environment with shared responsibility and accountability Excellent prioritization skills and ability to make decisions quickly Ability to adhere to a schedule of customer appointments and commitments Strong configuration and support knowledge of Windows, Macs, iPad, iPhone, Android devices Strong knowledge of Microsoft Office 365 suite, multi-factor authentication, VPN Knowledge of Privilege Access Management solutions Understanding of Active Directory Group Policy Objects (GPO) and NTFS permissions Experience with Zoom, Webex, AWS Chime, and Microsoft Teams video conferencing Using Active Directory to troubleshoot and resolve issues with user and device accounts Experience with ServiceNow ticketing system and SCCM endpoint management Must be able to perform basic break/fix service on end user devices – Comptia A+ equivalent Experience performing basic network troubleshooting We expect the starting salary to be around $55,000 to $70,000 with annual bonus and profit sharing eligibility. The actual salary will be determined based on years of relevant work experience What You’ll Get: 40% off any standard Hertz Rental Paid Time Off Medical, Dental & Vision plan options Retirement programs, including 401(k) employer matching Paid Parental Leave & Adoption Assistance Employee Assistance Program for employees & family Educational Reimbursement & Discounts Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness Perks & Discounts –Theme Park Tickets, Gym Discounts & more The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world. US EEO STATEMENT At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company. Individuals are encouraged to apply for positions because of the characteristics that make them unique. EOE, including disability/veteran