Service Desk Analyst Position Available In Lee, Florida

Service Desk Analyst
May 7, 2025

Location:

Bonita Springs, FL, US, 34134

Company:

Herc Rentals
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.