AAA Northwest Ohio · 10 hours ago
IT Endpoint Operations Analyst
Wilmington, DE
Full-time
Hybrid
Mid Level
$73K/yr - $120K/yr
3+ years expAAA Club Alliance is seeking a full-time IT Endpoint Operations Analyst to join their team in Wilmington, DE or Cincinnati, OH. The role involves establishing relationships with business leaders to identify technology solutions, responding to technical needs, and managing IT operations related to endpoint systems.
Consumer Services
Responsibilities
Establish relationships in a consultative fashion following the VIP process with key business leaders and Executives to clearly identify opportunities in order to develop, leverage, and implement technology solutions that align with business requirements and priorities
Ensure prompt action and response to technical needs for Associates and other stakeholders that use ACA applications, telecommunications, and networks
Monitor, respond to, and resolve service tickets and problem reports received through phone, email, and ticketing queue system
Troubleshoot system hardware and software incidents related to operating system and application problems including accessibility, availability, or operability problems
Manage equipment, software purchasing, and inventory records via IT asset management system
Support employee on-boarding/off-boarding, equipment deployment, account setup, etc
Work with other IT engineers, developers, and solution architects to understand technical requirements
Perform local administration and operations functions as appropriate in accordance with standards, policies, and procedures
Assist with and/or create process documentation for various internal operations processes
Create and implement Requests for Change (ServiceNow CHG) and adhere to all change management processes
Research, analyze, and determine the appropriate courses of action for resolving issues
Identify and mitigate risks and implement solutions
Work with System Engineering and Help Desk teams to facilitate appropriate data access for various users
Participate in the on-call rotation for after-hours and weekend support
Adhere to all Information Security policies, regulatory compliance issues, PCI, and AAA National Standards. Maintain strict confidentiality regarding sensitive personnel and business matters and ensure security of all confidential data. Report potential threats immediately
Participate in and provide evidence for annual Information Security compliance audits
Provide basic maintenance and support on all phases of security access requests
Update job knowledge by participating in educational opportunities and professional organizations, reading professional publications, and maintaining personal networks
Perform other duties and projects as assigned
Qualification
Required
Bachelor's degree or equivalent from an accredited college or university institution in Computer Sciences, Information Systems, Engineering, Management Information Systems, Business Administration, or a closely related field required. Equivalent combination of education, technical training, and experience will be considered in lieu of degree
Minimum 3 years of experience in IT supporting desktop including Microsoft 365, Active Directory, printers, mobile payment systems, and/or mobile devices required
High level of commitment, energy, and creativity with the ability to work in a fast paced, rapidly changing environment with a strong desire to learn
Knowledge of application, end point, and mobile device management, remote PC assistance, and device monitoring (i.e. SolarWinds, Thousand Eyes)
Knowledge of multi-factor authentication (i.e. MS MFA, DUO), email and website security applications (i.e. Forcepoint, Mimecast), and printer cloud management systems
Knowledge of current Cloud Technology, Virtualization Strategies, Mobile, Operating Systems, Standard Business Application Servers (such as email, file systems, print servers, and web services, etc.), telecommunication and network architectures, and PCI, Privacy and Security Standards related to technology
Strong interpersonal, communication, and customer service skills
Proven track record of managing customer expectations and business needs with a commitment to high-quality, prompt, and efficient service
Able to work well under pressure while maintaining a professional image and approach
Ability to work independently with minimum supervision and to prioritize workload effectively
Strong organizational skills and the ability to manage multiple deadline-oriented projects while maintaining strong attention to detail
Strong decision-making capabilities with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one
Strong analytical skills, with structured problem solving and instinctive thinking in order to assess and analyze complex problems and determine the root cause
Ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and establishes understanding for both technical and nontechnical audiences
Preferred
Current industry certifications such as CompTIA A+, Microsoft Office Specialist, MS 365 Certified, MSCA, MCSE, and/or HP Certifications
Experience gathering and interpreting performance and capacity statistics related to services, including underlying system and server components
Benefits
Comprehensive health benefits package.
Up to three weeks of paid time off accrued during your first year.
Annual Bonus Plan.
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.
Medical, Dental, and Vision plan options
Up to 2 weeks Paid parental leave
2+ weeks of PTO within your first year
Paid company holidays
Company provided volunteer opportunities + 1 volunteer day per year
Free AAA Membership
Continual learning reimbursement up to $5,250 per year
And MORE! Check out our Benefits Page for more information
Company
AAA Northwest Ohio
Whether you sit behind a desk or behind the wheel, AAA Northwest Ohio has been serving Lucas, Wood, Ottawa, Defiance, Paulding, Williams, Fulton, and Henry County professionals with membership, roadside assistance, travel services, and insurance for over 100 years.
51-200 employees
Funding
Current Stage
Growth StageRecent News
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