Senior It Help Desk Support Technician

Auto Club Enterprises

Costa Mesa, CA, United States
Base: $31.10 - $41.42; bonus/equity: incentive pro...
Second shift (monday to friday, 5:00 pm to 10:00 pm pst and saturday 6:00 am to 6:00 pm pst)
Mentoring level 1 and level 2 agents
Incident management for enterprise outages
Troubleshooting via phone or chat
The Senior IT Help Desk Support Technician role at Auto Club Enterprises involves providing technical support, mentoring junior staff, and contributing to incident management and performance analysis. The position requires strong communication skills and familiarity with Agile methodologies, with a focus on teamwork and problem-solving

Job Summary

  • This role involves delivering problem resolution and incident management while mentoring Level 1 and Level 2 help desk agents.
  • The position requires working a second shift schedule from Monday through Friday 5:00am to 10:00pm PST and Saturday 6:00am to 6:00pm PST.
  • Employees are eligible for comprehensive benefits including health coverage, 401(K) with company match, pension, and tuition assistance.

Matching Summary

Match Score: 85

The Senior IT Help Desk Support Technician role at Auto Club Enterprises involves providing technical support, mentoring junior staff, and contributing to incident management and performance analysis. The position requires strong communication skills and familiarity with Agile methodologies, with a focus on teamwork and problem-solving.

Salary

Base: $31.10 - $41.42; Bonus/Equity: Incentive program based on performance; Benefits: Health, dental, vision, 401(K), pension

Skills & Requirements

Must-have

  • Mentoring Level 1 and Level 2 agents
  • Incident management for enterprise outages
  • Troubleshooting via phone or chat
  • Agile team experience with standups
  • Multi-factor identification support

Nice-to-have

  • Writing knowledge-based articles
  • Performance and KPI analysis skills
  • Explaining technical concepts to non-technical users
  • Managing expectations without close supervision
  • Skills gap assessment capabilities

Key Requirements

  • Prior experience mentoring staff
  • Experience with Agile methodologies
  • Ability to work flexible shift hours

Work Rights

Not specified

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