AAA Club Alliance is hiring for an IT Help Desk Support role to join our dynamic IT team!
*This position is a work from home position; however, candidates must live within our territory to be considered*
The ideal candidate will have:
A strong technical background with a college diploma or 1 year related experience.
Commitment to provide support to end users and the ability to interface effectively with non-technical users.
The ability to work well on a team.
2-3 week training schedule of 9:00am-5:30pm Monday-Friday.
After training, normal hours will be: Tuesday - Friday 9:00am-5:30pm (with 1 hour lunch) , Saturday 8:30am-4:00pm.
Be able to work after normal business hours (as needed) which could include nights, holidays and some weekends.
The primary duties are:
Handle and resolve incoming customer support incidents. Answer calls, emails, or web portal requests; gather details from the reporting party, analyze and diagnose potential causes for reported issues, and take actions that resolve reported issues, documenting each step taken.
Using sound judgment and independent thinking, the Service Desk Specialist provides professional, accurate and timely responses to all inquiries received from any of our multiple contact channels, including telephone inquiries at the Service Desk to assigning & managing escalations as well as communicating problem resolution with the various support groups within IT and outside vendor support staff.
Utilize strong knowledge of the various platforms to identify, correct and document problems and their resolutions. The Service Desk Specialist will monitor trends and make recommendations for solutions.
Support of organization technology issues including accurate recording and tracking in the ITSM Platform, reacting appropriately to situations, such as determining proper escalation assignment and managing escalation and determining priority (system outage, VIP), and communication to technical staff and end users.
Minimum Qualifications:
Associates degree or equivalent technical training required; technical certifications preferred.
Knowledge of basic computer hardware, including desktops, laptops, virtual machines and printers.
Extensive knowledge and support experience with Microsoft products including MS Office, Windows Operating Systems, Active Directory, group policy, MS Exchange client and virtual desktops.
Excellent interpersonal and communication skills with the ability to interact effectively with others.
ServiceNow experience preferred.
Full time Associates are offered a comprehensive benefits package that includes:
- Medical, Dental, and Vision plan options
- Up to 2 weeks Paid parental leave
- 401k plan with company match up to 7%
- 2+ weeks of PTO within your first year
- Paid company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free AAA Membership
- Continual learning reimbursement up to $5,250 per year
- And MORE! Check out our Benefits Page for more information
ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.
Job Category:
Information Technology
