Senior It Help Desk Technician

As a Senior IT Help Desk Technician, you will be delivering problem resolution, notification, and escalation for general IS-related issues as well as enterprise outage incident management. You will provide mentoring and technical guidance to Level 1 and Level 2 Help Desk agents along with writing knowledge-based articles and assist leadership team with reporting, performance & KPI analysis, skills gap assessment, and training.
What You’ll Do
Every day, you will be a resource for the L1 and L2s. You will also provide assistance when needed which may include but is not limited to taking calls and working on tickets.
Support platforms and technology such as multifactor identification, new user logins, and new system installations. You will assist in installing software or troubleshooting hardware issues if applicable. Most troubleshooting will take place via phone or chat.
Be someone your end user and team members can rely on for information as they ask questions, and your team learns their roles.
What You’ll Need
To thrive in this role, you must enjoy working on a team and mentoring staff. You have mentored and coached younger staff.
You have listening skills that help you hear what they’re saying and put together the details that aren’t readily offered up. You can explain highly technical concepts to people regardless of their skillset.
You feel confident managing expectations and resources both upstream and downstream from your team, identifying problem areas and providing answers without close management supervision.
You have worked previously with an Agile team or understand these concepts. You have participated in daily standup meetings where you met frequent deployment deadlines.
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Remarkable benefits:

• Wellness program
• Tuition assistance
• 401(K) saving plan with company match AND Pension
• PTO for community volunteer programs
• Health coverage for medical, dental, vision
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

AAA Texas is part of the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team
"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer