IT Endpoint Operations Analyst

AAA Mid-Atlantic•Wilmington, DE

1d•$72,838 - $120,091•Hybrid

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.

Responsibilities

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.

Benefits

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.
Up to 2 weeks Paid parental leave
2+ weeks of PTO within your first year
Paid company holidays
Continual learning reimbursement up to $5,250 per year