New

Service Desk Analyst

Herc Rentals
life insurance, parental leave, paid time off, sick time, tuition reimbursement, 401(k)
United States, Florida, Bonita Springs
27500 Riverview Center Boulevard (Show on map)
May 07, 2025
If you are currently an employee of Herc Rentals, please apply using this link: *Herc Employee Career Portal* Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with 2024 total revenues reaching approximately $3.6 billion. 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 450+ locations and has about 7,600 employees in North America as of March 31, 2025. Job Purpose 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. What you will do... 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 Address support requests related to applications. Any calls unable to be resolved will beescalated to a higher support level All calls will be logged on the support desk application to ensure they are resolved efficiently,effectively, and following our internal Service Level Agreements Assist in the documentation of support processes and procedures to ensure there is a guideto all processes and update these as and when necessary Document all parts of the interaction with concise and accurate notes in each ticket worked Educate users on new processes or procedures when new enhancements are made to fieldapplications Establish and support user accounts, profiles, file sharing, basic access privileges, anddesktop-level security Explain highly technical processes or applications in a way that is understandable to thestandard end user Install and configure applications on desktops, laptops, handheld devices Perform general IT administration as and when required Provide support to all on and offsite personal to ensure that their IT systems are workingeffectively Requirements Degree in Computer Science, Information Systems, Business Analysis, or other related field ormultiple years of recent equivalent IT service experience High School Diploma 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 Skills Ability to be flexible, adapt to change, and work on multiple issues simultaneously andindependently Application Support Service Delivery (Service Management) knowledge Excellent verbal and written communication skills, with the ability to communicate complexinformation 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 workingrelationships and demonstrate commitment to be a team player Strong organizational, analytical, and problem-solving skills, as well as technical proficiencyin standard application Req #: 62703 Pay Range: Based on Qualifications 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.