21 days old
2018-04-032018-06-02

Desktop Support Specialist (Client Technologies Specialist)

AAA Washington
Bellevue, Washington 98006
  • Job Code
    IT031
  • Job Type
    Employee
  • Job Status
    Full Time
  • Shift
    1st Shift

AAA Washington provides roadside assistance, insurance, and travel services to over 1.1 million members in Washington State and Northern Idaho.  Headquartered in Bellevue, WA, the organization is comprised of approximately 700 dedicated staff located at the corporate offices, and 28 retail service centers in Washington and Idaho.

AAA Members have come to trust the integrity, reliability, and quality of the AAA brand.  As AAA Washington continues to expand and enhance services and capabilities that rely on technology, we must take appropriate measures to protect our brand promise by ensuring the overall quality and reliability of our systems, and managing through incidents in an efficient and capable manner.

The Client Technologies Specialist at AAA Washington plays a key role in supporting the mobile and desk-side technologies used by our employees and service partners.

The Client Technologies Specialist demonstrates substantive skill in four key areas:

  • Mobile technologies, including mobile smart phones and tablets.
  • Desktop technologies, including laptop & desktop hardware/software and printers.
  • Desktop connectivity (VPN, Networking, Remote Desktop/Virtual Desktop).
  • Telephony – handset deployment, softphone/VoIP.

Responsibilities:

  • Provide timely, professional technical Tier 1 and Tier 2 support to end user requests that come in via phone, online chat or emails and ensures tickets are logged. 
  • Responsible for technical support of client platform technologies; maintains, analyzes, troubleshoots and repairs computer systems, wireless devices, mobile devices, software applications and hardware peripherals.
  • Responsible for image management including builds, updates, documentation, tracking and the tools associated with image management.
  • Implements solutions for incident and change requests submitted to the Service Desk by internal AAA WA customers.
  • Schedules and performs computer and phone Install/Move/Add Changes (IMAC).
  • Participates in technology projects as assigned.  Provides quality assurance testing support for desktop / mobile solutions.
  • Tests new hardware and software for the AAA Washington; ensures new products don't conflict with other AAA Washington applications; performs quality assurance testing following implementation of third party repairs and solutions.
  • Coordinates with 3rd party support entities as required ensuring delivery of services, support, and solutions.
  • Maintain a high degree of customer service for all support queries, adhere to all security and service management principles.
  • Manages mobile device provisioning/configuration leveraging corporate MDM platform.
  • Maintains and manages equipment inventory including changes to the Track-IT CMDB.
  • Develop knowledgebase articles for common IT service desk requests.
  • Provides basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).
  • Creates user accounts, reset passwords, create groups etc.
  • Some travel required
  • Participate in rotating on-call support

Join our team! We offer…

  • 22 Paid-Time-Off days a year
  • 9 Paid Holidays
  • Health and Life benefits
  • 401(k) and company-paid retirement benefit
  • Year-end company performance incentive
  • Travel discounts and free Premier RV Membership
  • Free parking and a convenient Bellevue location

Follow us on Linkedin:  http://www.linkedin.com/company/aaa-washington

Tobacco/Drug Free Workplace & EOE

 

Requirements

Experience / Training / Education:

  • Associates Degree or two year technical school certification strongly preferred.
  • 3 years previous client technology engineering / support experience required.
  • Incident Management experience – Managing incidents including business expectations and communication.
  • Applicable desktop certification preferred.
  • Must have valid WA State Driver's License.

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Desktop Support Specialist (Client Technologies Specialist)

AAA Washington
Bellevue, Washington 98006

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Desktop Support Specialist (Client Technologies Specialist)

AAA Washington
Bellevue, Washington

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