Service Desk Analyst - Bestpass ID- 9517
Job Description
We Speak Safety and Efficiency:
In September of 2024, Bestpass, Fleetworthy, ExpressTruckTax and Drivewyze rebranded as Fleetworthy. This rebrand reflects our ongoing mission to simplify fleet safety, compliance, and toll management under one unified brand.
Fleetworthy is revolutionizing road safety and fleet management with a command center for safety, compliance, and efficiency. Our connected suite provides real-time insights and control, enabling customers to maximize efficiency, reduce risk, and save money.
With technology that unifies safety, compliance, toll management, weigh station bypass, and more, Fleetworthy empowers organizations to perform at their best. We simplify operations to ensure every vehicle and driver is not just compliant, but beyond compliant. Supporting millions of drivers and vehicles, Fleetworthy is leading a new era in road safety and fleet technology.
At Fleetworthy, you’re in the driver’s seat!
We Speak Safety and Efficiency:
In September of 2024, Bestpass, Fleetworthy, ExpressTruckTax and Drivewyze rebranded as Fleetworthy. This rebrand reflects our ongoing mission to simplify fleet safety, compliance, and toll management under one unified brand.
Fleetworthy is revolutionizing road safety and fleet management with a command center for safety, compliance, and efficiency. Our connected suite provides real-time insights and control, enabling customers to maximize efficiency, reduce risk, and save money.
With technology that unifies safety, compliance, toll management, weigh station bypass, and more, Fleetworthy empowers organizations to perform at their best. We simplify operations to ensure every vehicle and driver is not just compliant, but beyond compliant. Supporting millions of drivers and vehicles, Fleetworthy is leading a new era in road safety and fleet technology.
At Fleetworthy, you’re in the driver’s seat!
About You:
You possess a remarkable ability to grasp hardware, electrical systems, and schematics effortlessly. Your natural critical thinking skills set you apart from others. You take immense satisfaction in identifying the root causes of issues through your exceptional troubleshooting capabilities, and you thrive on delivering professional and top-notch customer experiences.
** Must have previous engineering support experience**
Key accountabilities include but are to limited to:
In this role, you will have the opportunity to display your professionalism and outstanding communication skills by providing technical support for our government client systems. These hardware and software systems support our operations across the United States and Canada. You will monitor the progress of issue resolution and ensure that customer needs are met.
As a key partner to our Field Services Technicians and other internal groups, you will identify, diagnose and triage hardware and software issues, coordinate system maintenance and upgrade schedules, and perform calibrations. Additionally, you will gain proficiency in supporting a range of innovative technologies in our industry, including thermal imaging, digital imaging, radiation detection, and laser scanning systems. Your responsibilities will include:
Remotely investigating incidents submitted through our incident management system or the Service Desk phone queue.
Analyzing issues, categorizing their severity (Tier 1, 2, or 3), and determining the urgency of resolution.
Escalating incidents to additional support groups if unable to resolve them according to our standard operating procedure workflow.
Ensuring that all parties involved document tickets before marking them as fulfilled in the system and following up with the respective party, as necessary.
As a Service Desk Analyst, you will be a vital part of our team, contributing to the efficiency and effectiveness of our operations while delivering exceptional support to our clients. This is an exciting role for someone looking to utilize deepen their knowledge and experience with electrical hardware and software systems.
Reports to: Manager, Service Desk
Location: Edmonton, Alberta Canada
Job Requirements:
Training, certification and/or degree in Electrical Engineering, Electrical Systems or related.
Previous experience in a technical support role an asset.
Demonstrated success managing multiple deadlines and demands and working under pressure
Self-motivated, detail-oriented, and able to work independently.
Willing to work an on-call shift (evenings, weekend) on a rotational basis monthly.
Current passport and eligible to travel between the US and Canada.
What Drives Us to Work Every Day:
We pride ourselves on making a difference, for our employees, clients, and their businesses.
We accept team members for who they are and what they bring to the table.
We are proud to build all our relationships based on transparency and trust.
We are a team of energetic and curious individuals passionate about the work we do every day!
Our Core Values – We are 1TEAM
People 1st - People 1st! We win as a team by collaborating, having each other’s backs, and bringing out the best in each other. We always treat others as they would like to be treated.
Trust - We inspire trust by delivering on our promises, owning outcomes, being transparent in our communications, and acting with integrity.
Every Trip Matters - Because every trip that our customers take is important to them, it's important to us. Whether it is a load being hauled across the country or a service vehicle traveling on a toll road, our customers count on us to deliver the right expertise, software, and data to make every trip safe, efficient, and productive.
Always Innovating - We solve for the customer and focus on outcomes. We are nimble in our approach. When we fail, we fail fast and learn from it. We are here to disrupt, not to fit in.
Mindset - We are committed to a growth mindset. Our efforts and attitudes are what determine our abilities. We embrace good criticism. We seek new challenges. We never stop learning.
About Bestpass: Bestpass is a comprehensive payment platform provider and leader in toll management solutions for commercial fleets of all sizes. Bestpass saves fleets time and money by consolidating payments and providing insight into cost per vehicle. Bestpass, founded in 2001, covers 100% of major toll roads across the U.S., supports more than 30,000 customers, and processes over $1.5 billion in toll transactions annually. Bestpass offers a range of toll coverage options for owner-operators, regional fleets, and national fleets, as well as customized solutions for specific needs.
About Fleetworthy Solutions: Fleetworthy Solutions, Inc. provides DOT safety and regulatory compliance services to commercial fleets that take them Beyond Compliant. Fleetworthy combines exceptional client service, advanced technologies, and more than 40 years of transportation industry expertise to make sure that drivers and assets are truly fleetworthy. The company helps private fleets, for-hire carriers and third-party logistics companies of all sizes surpass compliance of federal, state, and local regulations and streamline processes to reduce costs and mitigate risks.
Fleetworthy is committed to fostering a diverse and inclusive culture that is respectful and welcoming of individual differences. We are proud to be an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or maternity status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations
