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IT Support Analyst (Charlotte, US)


About the Role

As an IT Support Analyst within the Internal Systems and Tools team at Passport, you will be at the center of providing an exceptional customer experience to Passporters throughout the entire organization. You’ll do this in our incredibly fast-paced, exciting, and constantly evolving environment. You will be part of a team that governs, provisions, and fully supports all internal systems and tools used by Passport employees. You’ll ensure strong internal relationships and satisfaction with our employee base and maintain a consistent and superior experience with Passport Internal Systems and Tools.


  • Provide a world-class support experience to Passport employees until their reported issue or problem has been resolved
  • Manage case pipeline, and appropriately prioritize to deliver outstanding service
  • Responsible for supporting all Passport employees on approved internal systems and tools via Incident, Problem, and Knowledge management of internal stakeholders as it relates to IT Operations support related cases
  • Deliver service maturity through continual service improvement, automation first mentality, and aligning to a Service Management maturity model and plan
  • Manage and refresh our internal employee onboarding processes and request fulfillment as it relates to IT operations focus areas
  • Establish a culture of excellence, learning, and regular best practices sharing across Passport
  • Understand internal customer needs and challenges, and communicate effectively with all stakeholders to resolve cases
  • Documenting key workflows, handoffs, and case resolutions in our systems of record and ensuring that documentation stays relevant and up-to-date
  • Monitor the escalation of cases and highlight critical situations with a sense of urgency
  • Participate in vendor pilots, testing, and internal system deployments, as defined
  • Participate in or initiate standard IT policies, workflow
  • Meet/exceed established performance standards for internal customer satisfaction, response, and case resolution objectives

Key Competencies

  • Customer focus
  • High IT acumen
  • Situational adaptability and flexibility
  • Manages complexity
  • Action-oriented


  • 2+ years of experience as an IT support analyst in a help desk role providing technical end-user support, required
  • Computer Science or related degree, or equivalent work experience, required
  • Strong technical background, with solid understanding and administration, required
  • MacOS administration experience required with Windows administration experience preferred
  • Process and problem-solving mindset, with proven ability to triage and resolve technical issues, required
  • Continuous improvement mindset with keen attention to detail and quality, required
  • Superior time management skills, required
  • Excellent organizational and communication (written, verbal, and listening) skills
  • Case management tool experience, a plus (ie. ZenDesk, ServiceNow, JIRA), preferred
  • CompTIA A+, Network+ and/or Security+ certifications, preferred
  • ACMT/ACiT strongly preferred

About You

Simply put, you have it together - people enjoy working with you, your team respects you, your colleagues are regularly impressed by you. You have strong technical capabilities, inexhaustible problem-solving skills and you can juggle it all. You know the ins and outs of managing large case volumes, and you take tremendous pride in fully understanding the businesses you support. You are not afraid of challenging situations and know how to navigate carefully during challenging client conversations. You constantly set the bar high with your daily work and then raise the bar higher for both you and your team. You thrive in a constantly changing, fast-paced environment. You can balance short and long-term objectives. You own the details. You are always thinking a few steps ahead. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening.

About Us

Passport sets cities in motion, helping to create more livable, equitable communities. Based in Charlotte, North Carolina, Passport is a transportation software company, delivering the operating system that enables cities to manage vehicle interactions with streets and sidewalks. With Passport, city leaders increase convenience, efficiency and compliance today and tomorrow. Trusted by more than 1,200 cities, universities and agencies, including Chicago, Toronto, Los Angeles, and Miami, Passport is one of the fastest-growing companies on the Inc. 5000 and Deloitte Technology Fast 500 lists, and was named to Fast Company’s World’s Most Innovative Companies for 2020.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

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