WEX Inc is looking for a Help Desk Analyst 1 to provide fast and useful technical assistance on computer systems and line of business applications. You will answer queries on basic technical issues, offer advice to solve them, and create value for our end users by delivering exceptional support.

What You'll Do

Manage Incidents and Service Requests from the technology portal, calls, and chats, acting as a single point of contact.
Receive, log, and manage incidents and service requests while maintaining the Asset Database and tracking changes.
Provide exceptional customer service and technology support to the WEX/WES population for all end-user services.
Provide Tier 1 support of medium to high complexity.
Follow standard operating procedures and accurately log and update all work tickets using the ITSM System (Jira).
Utilize remote takeover software capabilities to deploy solutions, solve incidents, and train end users.
Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs.
Identify outages, escalate issues, involve experts, and assist in determining the priority level of tickets.
Take ownership and responsibility of an issue from start through resolution.
Communicate expectations with customers regarding resolution and timeframe, keeping users informed of progress.
Share resolutions with the extended team and document them in the information knowledge base.
Learn fundamental operations of commonly used software, hardware, systems, and other equipment.
Develop a solid understanding of technology operations, applications, systems, and business-related processes and procedures.
Become familiar with WEX systems and resources.
Educate WEX constituency and promote adoption of available self-service tools.
Perform basic user provisioning work.
Handle Mobile Device management and provisioning.
Act as a go-between for WEX internal to external 3rd parties for issue logging.
Provide specialized software support as a subject matter expert.

What We're Looking For

Fluency in the English language to ensure effective communication.
Experience supporting Microsoft desktop/server operating systems.
Experience supporting MacOS.
Experience supporting users/computers in Microsoft Active Directory.
Experience supporting users/desktops/servers in a business environment.
Experience supporting users in Microsoft Office, G-suite, and other Google applications.
Able to create and maintain detailed documentation.
Strong personal and team communication skills.