Technical Support II

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Provides technical support to end users on a variety of issues; responds to telephone calls, and other requests for technical support; identifies, researches, and resolves technical problems regarding software and computer equipment; tracks and monitors problems to ensure timely resolution; keeps end users apprised of status of requests; utilizes Five Diamond customer service skills in all interactions.

What you will do:

• Answers user’s inquiries regarding computer software or hardware operation to resolve problems. Troubleshoots issues to properly diagnose user problem; applies understanding and knowledge of information systems products and services to assist internal users on routine matters; Have a sense of urgency and take the initiative to own and issue until resolved; Provides superior customer service to all users with Five Diamond Service standards.
• Works in conjunction with team members and user base to accomplish small to large size projects.
• Follows through on all service requests assigned, ensuring end user receives detailed information regarding status of request and time frame for resolution; keeps management apprised of problems which may escalate; documents all help desk activity and identifies repeat patterns which may need to be addressed through an alternative process. Meets service level expectations and responds to tickets within required timeframe.
• Installs standard desktop software, i.e., Windows, MS Office; assists with assigning/deleting user logins and network resource definitions (printer); resets user passwords.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Baseload computers with working image for distribution to users. Installs software to laptops/desktops.
• Makes recommendations to changes in procedures of problem reporting and resolution as appropriate; maintains records, peripherals and software storage.
• Other duties may be assigned.

Education
Associate's Degree in Information Systems or related field Required or Microsoft Certification and/or 3+ additional years in Desktop Support required and Bachelor's Degree preferred

Experience

Desktop support; Experience troubleshooting system issues with users to determine the cause and resolution Required and Experience with Microsoft Products including Office, Outlook, and Skype, including online versions Required and Experience with the current windows operating systems Experience with user management and mailbox setup on Office 365 Required and Experience with Office 365 troubleshooting for on premise and online versions. Required and Experience installing end user standard and custom applications as warranted Required and Working knowledge on Anti-Virus and malware software (McAfee) Required and Experience with Active Directory including setting up accounts, disabling accounts, and security groups Required and Experience with laptops including, WIFI connectivity, VPN connection, Authentication Software (Okta), docking stations, laptop maintenance and operations Required and Experience with printers, monitors, multiple screen displays, peripherals Required and Experience baseloading and troubleshooting desktops and laptops with working images Required and Experience installing end user standard and custom applications as warranted Required and Experience with Anti-Virus and malware software (McAfee) Required

Licenses and Certifications

Microsoft Certification Preferred and A+ Certificate Preferred

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.