Submission for the position: Service Desk Analyst II - (Job Number: 210000DG)
https://autoclubgroup.taleo.net/careersection/jobdetail.ftl?job=210000DG&lang=en
Service Desk Analyst II
The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.
Primary Duties and Responsibilities:
Responsible for providing Tier 1 IT support to ACG Employees, Contractors, AAA Dollars Partners, and ERS Towing facilities. Responds to inbound phone calls and self-service incidents received at the Service Desk. Performs detailed troubleshooting of ACG Applications, software and hardware, and escalates to production support or infrastructure teams as applicable. Responsible for initial analysis and documentation of reported problems, and resolution of any items that can be resolved at Tier 1.  Assists Service Desk Analyst I on issues when needed.
As designated by Manager, may participate in the preparing or updating of documentation used by the Service Desk.
Preferred Qualifications:
• Familiarity with ACG Applications, software and hardware.
• Advanced knowledge of working with an IT Incident Tracking System.
• 5 years’ Call Center experience, preferably in an IT Service Desk or similar environment.
Work Environment:
Works in a temperature controlled office environment.
Required Qualifications:
Education:
• High School Diploma or Equivalent.
• 3 years’ experience in an inbound IT Service Desk or similar environment
Experience:
•
Inbound Call Center and/or similar environment with high contact volume.
•
Troubleshooting PC software and hardware.
•
Microsoft Office Products
Knowledge and Skills:
• Strong troubleshooting ability, documentation, and communication skills.
• Good understanding of technology terminology.
• Ability to work in a fast paced environment.
• Ability to work independently and as a team.
The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!
Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.
The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
United States-FL-Tampa
FL-ACG Florida AOB (Z001) , 33634
FL-ACG Florida AOB
Information Technology
Individual Contributor
Apr 18, 2021, 1:05:29 PM
Schedule: Full-time Location(s): United States-FL-Tampa Job Type: Regular Job Level: Individual Contributor Travel: No