Senior IT Service Desk Technician

Senior IT Service Desk Technician As a Senior IT Service Desk Technician, you will be responsible for delivering problem resolutions, notifications, and escalations for general IS issues, as well as managing enterprise level outage incidents. You will provide mentoring and technical guidance to Level 1 and Level 2 Service Technicians, contribute to the development and maintenance of knowledge base articles, and support the leadership team through performance reporting, KPI analysis, skill gap assessments, and training initiatives. Note: In this position you will be providing support for a variety of systems and technologies throughout the ACE organization. We are open Monday through Friday, 5:00am to 10:00pm PST and Saturday 6:00am to 6:00pm PST, including holidays. 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 To thrive in this role, you must enjoy working on a team and mentoring staff. You have mentored and coached younger staff. You have listening skills that help you hear what they’re saying and put together the details that aren’t readily offered up. You can explain highly technical concepts to people regardless of their skillset. You feel confident managing expectations and resources both upstream and downstream from your team, identifying problem areas and providing answers without close management supervision. You have worked previously with an Agile team or understand these concepts. You have participated in daily standup meetings where you met frequent deployment deadlines.

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The starting pay range for this position is: $31.10 - $41.42 Additionally, 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. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. “Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.” AAA is an Equal Opportunity Employer Our organization participates in E-Verify The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).