Engineer, IT Endpoint Operations

AAA is hiring for an IT Endpoint Operations Engineer to join our team!

At AAA, your success is our success. What we can offer you:

• A competitive salary commensurate with experience
• Annual Merit Increase Eligiblity
• 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
• Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability

The primary duties are:

• Provide front line support to the business community. Responsible for deployment, support and removal of, equipment including phone, desktop, 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.

• After-hours (24x7) on-call Service Desk rotation is required.

• Support connectivity issues (VPN, DUO 2 Factor, Citrix, Access to remote applications).  Perform device setup and deployment (desktops, printer, mobile, A/V technologies etc.)

• Maintain, analyze, troubleshoot, and repair products/equipment, Identify, analyze, and repair product failures, orders and replace parts as needed. Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Document all pertinent end user identification information, including name, contact information, business unit, nature of problem or issue and impact to business operations. Prioritize and schedule incidents. Escalate issues (when required) to the appropriately experienced technician and/or management.

• Perform hands-on problem remediation at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.  Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Test problem resolution procedures to ensure incident has been adequately resolved.

Minimum Qualifications:

• Bachelor’s Degree or professional technical certifications in a related area, or equivalent work experience. 2 - 4 years of applicable experience, preferably with PC's, 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 7 and 10.

• Understanding of mobile device set up, configuration and support.

• Extensive knowledge and support experience with Microsoft products including MS Office, Operating Systems, Active Directory, group policy, MS Exchange client and virtual desktops.

• Working knowledge of a range of diagnostic utilities, including Symantec, McAfee and HP utilities.  Familiarity with the fundamental principles of ITIL.

• Exceptional written and oral communication skills.

• Great customer service skills both on the phone and off.  Ability to establish and maintain professional working relationships with clients, suppliers, staff, and management, as well as communicate complex information clearly to both technical and non-technical audiences. 

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

• Knowledge of basic networking and Avaya IP Phone Systems are a plus.

• Valid driver’s license with access to your own automobile is required. Travel and schedule flexibility is required.

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers.  We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply.  It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

Job Category: 

Information Technology