End User Support Analyst II

What We Need

Corpay is currently looking to hire a End User Support Analyst II. This position will be based out of our office in Wichita, Kansas. This role requires someone who is an advanced system level support of multi-user, technical and financial applications, and expert technical support through direct contact with end users. This includes general support tasks, advanced troubleshooting, systems administration, testing and installation of software and server/network support. This serves as the initial point of contact for all end user technical related issues for internal CORPAY associates. They will be providing timely and courteous support to resolve moderate to complex issues with limited guidance or direction. The Analyst II will also assist with projects working closely with other Analysts (Both in applications and technical services) to document support requirements, develop new scripts and train other End User Support team members.

How We Work

As a End User Support Analyst II, you will be expected to work at our Wichita, KS office and Corpay will set you up for success by providing:

• Company-issued equipment
• Formal, hands-on training
• Assigned workspace in the Wichita, KS office

Role Responsibilities

The responsibilities of the role will include:

• Following agreed procedures, identifies, registers and categorizes incidents and requests
• Providing advanced technical assistance and maintenance support to end users including, but not limited to, servicing as primary second tier support and first tier support, when assigned
• Resolving incidents upon first contact where possible
• Responding to incidents/issues logged by phone, email or portal in timely manner
• Gathering data and provides basic troubleshooting techniques for all computer software and hardware issue
• Applying solid analysis skills and present moderate to complex facts to ensure proper problem determination
• Resolving all moderately complex technical support issues, tracks and documents pertinent information in a timely manner according to standard procedures
• Capturing and documenting issue or request information in the Corpay IT Service Management Ticketing system
• Escalating issues within Service Level Agreements, follows up and updates customers on status inquires
• Managing, meeting and maintaining service levels and ensure all incidents are dealt with in accordance with the SLA and internal KPIs
• Partnering with IT and business contacts and effectively communicates relevant IT company related matters to ensure rapid resolution
• Emitting a positive, enthusiastic service attitude always and understands how to handle difficult situations using proper discretion and respect
• Understanding of the various lines of business within Corpay, their function and importance to ensure solutions align with business needs
• Complying with all specified department, unit and IT Service Delivery Best Practices processes, goals and metrics
• May be required to be the designated “On Call” person to handle problems after normal business hours/and or during weekends utilizing a cell phone as well as schedule change assignments
• Participating in special projects or performing duties in other areas as requested
• Creating/Amending/Deleting user AD & Application accounts according to corporate policy
• Suggesting improvements to the End User Service Delivery process
• Remote installation of approved software
• Troubleshooting Microsoft Windows issues
• Troubleshooting off the shelf software issues e.g. MS Office, Zoom, Chrome Browser, Edge Browser, etc.
• Troubleshooting mobile device issues e.g. VPN access, email access on smartphone
• Ensuring line management is immediately made aware of high priority or high impact issues

Qualifications and Skills: 

• Atleast 3 years’ experience working in a first line support or Service Desk capacity
• Previous experience working in a multinational organization preferred or experience working for an organization that is SOX or other regulatory body compliant
• Requires a high school diploma plus additional post-secondary college or technical school
• Communicate verbally and in writing to deliver messages that are effective, clear, and concise.
• Demonstrates solid interpersonal, customer service and telephone etiquette skills
• Well organized with attention to detail and ability to carry out tasks independently
• Self-motivated, self-learning aptitude and commitment to tasks in a fast-paced environment
• Good team-working ability, particularly within a small team and across borders
• Intermediate to advanced knowledge of computer fundamentals and related technical disciplines
• Working knowledge of Microsoft Windows 10 and 11
• Citrix or VMWare Application and Desktop Virtualization
• MS Office 2019/Office365/Intune/ADUC/PowerShell
• Collaboration Technology such as Zoom, MS Teams
• Mobile Device Management Installation and Support
• PC hardware break-fix identification
• Printer operation and network printing installation and support
• Preference for previous office and technical experience in a customer support environment
• ITIL Certification – Minimum Foundation preferred
• Windows 11 Workstation Certification preferred
• Help Desk Certification preferred 

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Our Company & Purpose

Corpay is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses.  Since 2000, Corpay has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, Corpay is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.   

We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people.  These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.

Corpay is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
• Empowering our people to share their experiences and ideas through open forums and individual conversations; and
• Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” as Corpay and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.Corpay.com or following Corpay on LinkedIn.

Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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