IS Technical Specialist

AAA Auto Club Enterprises; Virginia Beach (VA); On-site; USD 46,000 - 61,000; Full time

Benefits offered by this job

Health coverage

401(K) saving plans with company match

Pension

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

AAA Auto Club Enterprises is seeking an IS Technical Specialist to install, modify, and repair software, hardware, and support network systems. You will provide advanced technical assistance, support to end users, and drive major initiatives under the End User Services Manager.

You will diagnose issues, lead localized projects, manage tickets, and travel to remote branches as needed. Starting pay ranges from $33.43 to $44.53 per hour, with incentive eligibility for team and personal performance.

Qualifications

• Have an associate degree in computer science or four years of equivalent training or experience.
• Advanced knowledge of Windows operating systems, Microsoft Office Suite, and other standard back-office software.
• Basic knowledge of WAN and LAN network environments.
• Solid troubleshooting skills for desktop and laptop systems.
• Knowledge of Microsoft BackOffice products, MFA, and security protocols.
• Knowledge of CMDB processes and ITSM tools preferred.
• Good written and verbal communication; team player; able to lead projects with minimal supervision.

Responsibilities

• Perform complex user support (Level 2 or higher) related to system operation.
• Provide technical support on initiatives and projects; lead localized projects including office moves/adds/changes.
• Manage service requests and trouble tickets; track time and issue information.
• Install and repair workstation hardware, software, and peripherals; arrange outside vendor support as needed.
• Image new computers, support PC refresh, disaster recovery, and business continuity processes.
• Provide on-site smart hands support for network and Information Security hardware; LAN/WAN.

Job description

As an IS Technical Specialist, you will work under the End User Services Manager to install, modify, and repair software, hardware, and support network systems. You will provide complex technical assistance, support to system users and support major initiatives and projects driven by the business.

What You Will Do

• Perform complex user support (Level 2 or higher) related to system operation. Diagnose system hardware, software, and operator problems; recommend or perform remedial action to resolve issues; refer major problems to engineering support at ACE IS; and receive and handle escalated Service Desk calls.
• You will provide technical support on initiatives and projects leveraging your expertise. Be able to assume the role of team lead on localized projects including office moves adds, and changes. Be responsible for on time delivery and completion.
• Manage service requests, and trouble tickets, including opening and closing tickets to track time and issue information.
• Install and repair workstation hardware, software, and peripherals. Obtain outside vendor support when needed and travel to remote branch offices to install or repair PC hardware and software.
• Use company processes for imaging new computers in break/fix scenarios and support PC refresh efforts. This includes support of all disaster recovery and business continuity processes.
• Provide on-site “smart hands” support at branch or regional headquarters locations for network and Information Security hardware, including LAN and WAN equipment.
• Install and support servers and software applications unique to the local business unit under the direction of or utilizing approved processes of network and server teams or service owners.
• Attend technical training, seminars, and self-study opportunities for continuous professional development.
• Provide on-call support for voice and data issues or outages on an as-needed basis.

What You Will Need

• Have an associate degree in computer science or four years of equivalent training or experience.
• You have advanced knowledge of Windows operating systems, Microsoft Office Suite, and other standard back-office software products.
• Have basic knowledge and understanding of common WAN and LAN network environments to enable success as a ‘smart hands’.
• Solid troubleshooting skills with desktop and laptop computer systems with ability to make sound decisions on alternatives for resolving technical issues.
• Have solid knowledge of Microsoft BackOffice products, MFA, and other security protocols.
• You have knowledge of CMDB processes and use of ITSM tools is preferred.
• Work well with others and communicate effectively through both written and verbal communication.
• Work well in a team environment on projects and team goals.
• Support and lead projects with minimal supervision and complete tasks on schedule.

The starting pay range for this position is: $33.43 - $44.53

Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

Remarkable benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify