Service Desk Specialist

AAA Mid-Atlantic

3d•Hybrid

About The Position

AAA Club Alliance is hiring for an IT Help Desk Support Specialist role to join our dynamic IT team! This is a remote position but candidates must live within our footprint to be considered. Our club footprint is in Washington DC and 13 states including: Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, and West Virginia The ideal candidate will have: A strong technical background with a college diploma or 1 year related experience. Ability to work a hybrid schedule Tuesday through Thursday on site. 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 10:00am-6:30pm Monday-Friday. After training, normal hours will be Monday - Friday 10:00am-6:30pm (with 1 hour lunch). 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.

Requirements

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.

Nice To Haves

ServiceNow experience preferred.

Responsibilities

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.