Senior IT Service Desk Technician

AAA • Costa Mesa, CA

2d • Onsite

About The Position

As a Senior IT Service Desk Technician, you will be responsible for delivering problem resolutions, notifications, and escalations for general IS issues, as well as managing enterprise level outage incidents. You will provide mentoring and technical guidance to Level 1 and Level 2 Service Technicians, contribute to the development and maintenance of knowledge base articles, and support the leadership team through performance reporting, KPI analysis, skill gap assessments, and training initiatives. In this position you will be providing support for a variety of systems and technologies throughout the ACE organization. We are open Monday through Friday, 5:00am to 10:00pm PST and Saturday 6:00am to 6:00pm PST, including holidays.

Requirements

• Proven ability to troubleshoot complex technical issues independently.
• Excellent communication skills and a customer-first mindset.
• Enjoy working on a team and mentoring staff.
• Mentored and coached younger staff.
• Listening skills that help you hear what they’re saying and put together the details that aren’t readily offered up.
• Can explain highly technical concepts to people regardless of their skillset.
• Confident managing expectations and resources both upstream and downstream from your team, identifying problem areas and providing answers without close management supervision.
• Worked previously with an Agile team or understand these concepts.
• Participated in daily standup meetings where you met frequent deployment deadlines.

Responsibilities

• Serve as the primary escalation point for Tier 1 and Tier 2 support issues.
• Lead root-cause analysis and drive long-term solutions to recurring problems.
• Oversee ticket queues, ensuring SLAs are met and service quality remains high.
• Create and maintain documentation, knowledge base articles, and standard operating procedures.
• Collaborate with infrastructure, security, and application teams on cross-functional initiatives.
• Participate in on-call rotation as needed.
• Providing assistance when needed which may include but is not limited to taking calls and working on tickets.

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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 1-10 employees