We are currently seeking a full-time IT Endpoint Operations Analyst to join AAA Club Alliance here in Wilmington, DE or Cincinnati, OH.

This position follows a hybrid work schedule, with on-site presence required Tuesday through Thursday.

The primary duties of the Analyst, IT Endpoint Operations are to:

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.

Minimum Qualifications:

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.

Current industry certifications such as CompTIA A+, Microsoft Office Specialist, MS 365 Certified, MSCA, MCSE, and/or HP Certifications preferred.

Experience gathering and interpreting performance and capacity statistics related to services, including underlying system and server components strongly preferred.

Knowledge Skills and Abilities:

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.

At AAA, your success is our success. What we can offer you:

The starting base compensation for this position is $72,838 to $120,091.

The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as experience and geographic location.*

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.

Full time Associates are offered a comprehensive benefits package that includes:

Medical, Dental, and Vision plan options

Up to 2 weeks Paid parental leave

401k plan with company match up to 7%

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 (https://cluballiance.aaa.com/careers/benefits) for more information

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA's policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA's operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

Job Category:

Information Technology

AAA Mid Atlantic

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IT Endpoint Operations Analyst