IT Endpoint Operations Senior Advisor

AAA Mid-Atlantic - Cincinnati, OH

Full-time

Cincinnati, OH

Rental and Leasing Services

About the position

AAA Club Alliance is currently seeking an IT Endpoint Operations Senior Advisor to join our amazing team! The primary duties of the IT Endpoint Operations Senior Advisor are to provide professional front-line support to the business community. Responsible for deployment, support, and removal of equipment including phones, desktops, printers, tablets, etc. Work with the Technical Asset Manager to properly capture and inventory assets in the field. Document activities in work notes within a Service Now Incident, supplying relevant technical and non-technical information. Traveling to ACA locations is required. Respond to complex problems escalated by the IT ServiceDesk Support and IT Field Services Engineer. Evaluate documented resolutions and analyze trends for opportunities to prevent future problems. Support Facilities efforts such as office buildouts, relocations and acquisitions, and our Incident Response Plan (IRP) procedures. Support connectivity issues (VPN, DUO 2 Factor, Citrix, Access to remote applications). Being able to work without a supervisor on-site. Keeping Management informed on daily basics. Device setup and deployment (desktops, printers, mobile, A/V technologies etc.). Perform hands-on problem remediation at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals. Install anti-virus software and ensure virus definitions are up-to-date. A valid driver's license with access to your automobile is required. Involvement in after-hours (24x7) on-call Service Desk rotation is required.

Responsibilities

• Provide professional front-line support to the business community.
• Responsible for deployment, support, and removal of equipment including phones, desktops, printers, tablets, etc.
• Work with the Technical Asset Manager to properly capture and inventory assets in the field.
• Document activities in work notes within a Service Now Incident.
• Travel to ACA locations as required.
• Respond to complex problems escalated by the IT ServiceDesk Support and IT Field Services Engineer.
• Evaluate documented resolutions and analyze trends for opportunities to prevent future problems.
• Support Facilities efforts such as office buildouts, relocations and acquisitions, and Incident Response Plan (IRP) procedures.
• Support connectivity issues (VPN, DUO 2 Factor, Citrix, Access to remote applications).
• Work without a supervisor on-site.
• Keep Management informed on daily basics.
• Device setup and deployment (desktops, printers, mobile, A/V technologies etc.).
• Perform hands-on problem remediation at the desktop level.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Participate in after-hours (24x7) on-call Service Desk rotation.

Requirements

• College diploma or professional technical certifications in a related area or equivalent work experience.
• 3-5 years of applicable technical experience preferably with PCs, laptops, tablets, and servers.
• Knowledge of basic computer hardware, including desktops, laptops, virtual machines, and printers.
• Experience with desktop and server operating systems, including Windows 10 and 11, Windows Server 2008/2008 r2, 2012/2012 r2, 2019.
• Understanding of mobile device setup, configuration, and support.
• Positive interaction and professionalism in working with VIPs.
• Knowledge of using remote software to work on issues for at-home users.
• Working knowledge of various diagnostic utilities, including Windows Defender and HP utilities.
• Extensive knowledge and support experience with Microsoft products including MS Office 2016, Office 365, Operating Systems, Active Directory, group policy, MS Exchange clients, and virtual desktops.
• Familiarity with the fundamental principles of ITIL.
• Exceptional written and oral communication skills, and strong documentation skills.
• Great customer service skills both on the phone and off.
• Exceptional interpersonal skills focus on rapport-building, listening, and questioning skills.
• Knowledge of networking and Genesys phone Systems is a plus.

Benefits

• Competitive salary
• Annual Bonus + Annual Merit Increase Eligibility
• Hybrid schedule
• Comprehensive health benefits package
• 3+ weeks of paid time off accrued during your first year
• 401(K) plan with company match up to 7%
• Professional development opportunities and tuition reimbursement
• Paid time off to volunteer & company-sponsored volunteer events throughout the year
• Free AAA Premier Membership
• Health & Wellness Program
• Health Concierge Service
• Life Insurance and Short Term/Long Term Disability