IS Technical Specialist

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

Benefits offered by this job

Health coverage for medical, dental, 


401(K) savings plan with company match

Pension

Tuition assistance

Floating holidays and PTO for charity

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises, the largest club in the AAA federation, seeks an IS Technical Specialist to install, modify, and repair software/hardware, support end users, and drive key initiatives.

You will provide Level 2+ user support, lead localized projects, manage requests and tickets, and support imaging, disaster recovery, and on-site smart hands for network and security systems. A strong Windows, Office, and MFA/security background is essential.

Qualifications

• Associate degree in computer science or four years of equivalent training or experience.
• Advanced knowledge of Windows operating systems, Microsoft Office, and standard back-office software.
• Basic knowledge of WAN/LAN networks for smart hands support.
• Solid troubleshooting skills on desktop/laptop systems and sound decision-making.
• Knowledge of Microsoft BackOffice, MFA, and security protocols.
• Familiarity with ITSM tools and CMDB processes is preferred.
• Strong written and verbal communication; team-oriented.

Responsibilities

• Provide Level 2+ user support; diagnose hardware, software, and operator issues and escalate to engineering when needed.
• Lead localized projects and ensure on-time delivery and completion.
• Manage service requests and trouble tickets; track information from opening to closure.
• Install/repair workstation hardware, software, and peripherals; coordinate vendor support and travel to remote offices.
• Imaging new computers and supporting disaster recovery and business continuity processes.
• Provide on-site smart hands support for network and security hardware; LAN/WAN equipment.
• Assist with servers and applications under direction of network/server teams.

Skills

Windows OS

Microsoft Office

MFA & Security

ITSM tools

CMDB concepts

WAN/LAN knowledge

Troubleshooting

Teamwork

Education

Associate degree in computer science or four years of equivalent training or experience

Tools

ITSM tools

CMDB

Job description

IS Technical Specialist

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 effective 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.

#LI-LD1

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.

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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.

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