Overview
As we continue to build our team in support of our vision to the be the world's best and most trusted mobility company, Enterprise Fleet Management, an affiliate of Enterprise Mobility is excited to announce the opening of a Year-Round Support Analyst Intern in our IT Department!
Enterprise Fleet Management is a privately held, full-service fleet management business for companies, government agencies and organizations with medium-sized fleets. With more than 50 fully staffed offices nationwide, our team of experts can assemble a customized or full-service fleet management program that is just right for each business. With a North American fleet of 730,000 vehicles and growing at over 7 percent, the opportunity with Enterprise Fleet Management is tremendous. Our business continues to thrive, and we remain committed to the investment in and the development of our people. We do the right thing by our customers and employees every time and in every situation. Not only is that great for business (as seen in our global growth and success) it's also great for employees.
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The IT Team supports a variety of applications that are financial and employee needs related. The different applications supported by this team include PeopleSoft Financials as well as proprietary applications. The various applications are on platforms including Java/Oracle, Microsoft/SQL Server, Oracle BI and Salesforce. Now is an exciting time to be part of this team because many of our applications are needed to support our expansion efforts as well as several legacy refactoring efforts that are on the horizon.
EFM IT has an immediate need for an IT Intern - Support Analyst that operates in a support center environment to provide professional, timely, and accurate resolution of inbound technology related problems. This position focuses on customer service, technical expertise, timeliness, efficiency, and quality-first contact resolutions.
This position will have a hybrid schedule, 50% in-office and 50% work-from-home. Our Fleet Operations center is located at 2281 Ball Drive, Maryland Heights, MO 63146.
Responsibilities
- Resolve inbound technology-related problems in a support center environment
- Provide remote customer service by responding to inbound and placing outbound phone calls; and ensuring the highest-level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner
- Troubleshoot 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
Equal Opportunity Employer/Disability/Veterans
Qualifications
Minimum Requirements:
- Must live in the St. Louis Metropolitan area
- Must be a current Junior or above, enrolled full-time in college or university for the Fall 2025 semester
- Currently pursuing a bachelors degree in Computer Science or Information Systems
- Available to work varying shifts Monday - Friday between the hours of 6am and 6pm (20-25 hours/week for the Fall and Spring Semester and 40 hours/week for the Summer)
- Ability to accept $22 per hour
- Must have a technical proficiency in the following areas:
- Windows 10
- Troubleshooting Business or personal PC hardware/software
- Internet Explorer
- MS Office products
- Network printing, a plus
- LAN architectures and transport protocols (Such as TCP/IP), a plus
- Smartphone technology (including Active Sync), a plus
- Standard computer hardware and peripherals, a plus
- Remote connectivity (ie. Citrix), a plus
- Must have the ability to meet all work from home technical requirements
- Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
- Must be 18 years of age or older
Qualified candidates must also possess the following competencies:
- Results Oriented
- Working with a Team
- Detail Oriented
- Analyzing
- Communication
- Flexibility
Work from Home (WFH) Requirements:
- Must have reliable and consistent high-speed internet access provided by a terrestrial cable or fiber provider (no DSL or satellite)
- High-speed Internet connection with a minimum validated upload speed of 5Mb and download speed of 25Mb is required. Connection latency must be less than 100ms. (Please validate using a speed test tool such as http://www.speedtest.net/)