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The Senior IT Service Desk Technician position at Auto Club Enterprises involves providing technical support, mentoring junior staff, and managing service incident escalations. The role requires strong troubleshooting skills and effective communication, with a focus on delivering high-quality service to both internal teams and members.
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Job Summary
The role serves as the primary escalation point for Tier 1 and Tier 2 support issues while leading root-cause analysis.
Employees will mentor younger staff members and contribute to the development of knowledge base articles and standard operating procedures.
The company offers remarkable benefits including health coverage, a pension plan, tuition assistance, and paid parental leave.
Matching Summary
Match Score: 75
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The Senior IT Service Desk Technician position at Auto Club Enterprises involves providing technical support, mentoring junior staff, and managing service incident escalations. The role requires strong troubleshooting skills and effective communication, with a focus on delivering high-quality service to both internal teams and members.
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Salary
Base: $31.10 - $41.42; Bonus/Equity: Incentive program based on performance; Benefits: Health, dental, vision, 401(K) match, Pension
Skills & Requirements
Must-have
Mentoring Level 1 and Level 2 technicians
Root-cause analysis for recurring problems
Managing ticket queues and SLAs
Troubleshooting complex technical issues
Participating in on-call rotation
Nice-to-have
Experience with Agile team methodologies
Excellent communication skills
Customer-first mindset
Cross-functional collaboration abilities
Key Requirements
Prior experience mentoring and coaching staff
Ability to explain technical concepts to non-technical people
Previous participation in daily standup meetings
Confidence managing expectations without close supervision