Senior IT Service Desk Technician

What You’ll Do

• Serve as the primary escalation point for Tier 1 and Tier 2 support issues.
• Lead root-cause analysis and drive long-term solutions to recurring problems.
• Oversee ticket queues, ensuring SLAs are met and service quality remains high.
• Create and maintain documentation, knowledge base articles, and standard operating procedures.
• Proven ability to troubleshoot complex technical issues independently.
• Collaborate with infrastructure, security, and application teams on cross-functional initiatives.
• Excellent communication skills and a customer-first mindset.
• Participate in on-call rotation as needed.
• Providing assistance when needed which may include but is not limited to taking calls and working on tickets.

What You’ll Need

• Enjoy working on a team and mentoring staff.
• Mentored and coached younger staff.
• Listening skills that help you hear what they’re saying and put together the details that aren’t readily offered up.
• The ability to explain highly technical concepts to people regardless of their skillset.
• Confidence managing expectations and resources both upstream and downstream from your team, identifying problem areas and providing answers without close management supervision.
• Worked previously with an Agile team or understand these concepts.
• Participated in daily standup meetings where you met frequent deployment deadlines.

Pay & Benefits

The starting pay range for this position is: $31.10 - $41.42.
For full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.
Remarkable benefits:
Health coverage for medical, dental, vision
401(K) saving plans with company match AND Pension
Tuition assistance
Floating holidays and PTO for community volunteer programs
Paid parental leave
Wellness programs
Employee discounts (membership, insurance, travel, entertainment, services and more!)
Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members.