IT Service Desk Technician

40% Incident Management: Respond promptly to technology-related incidents, document and categorize incidents for efficient tracking, troubleshoot and resolve technical issues, and communicate effectivity with customers. Identify when to escalate issues to higher levels of support to minimize disruptions in user productivity.

20% Documentation: Contribute to the creation and maintenance of the IT knowledgebase, capturing solutions to common issues for reference and training purposes. Additionally, maintain detailed ticket tracking notes for each service request and incident, providing a comprehensive record of actions taken, troubleshooting steps, and resolutions achieved.

20% Service Request Management: Serve as a point of contact for technology requests. Gather and document information to fully understand the request, prioritize the request, resolve or escalate as appropriate, and effectively communicate the status of the request to the customer.

20% User Account Administration: Manage network and application user accounts, ensuring accurate and secure access for end-users. This involves creating, modifying, and deleting user accounts as needed, and adhering to security policies. Critical attention to detail to ensure integrity and security of technology infrastructure.

Do you have experience in Windows?, * Hands-on, working knowledge of Windows 10, Microsoft Office, Local Area Networking, PC hardware, printers support , VOIP technology and remote communication protocols.

• Working knowledge of Active Directory and Server Administration.
• Ability to diagnose reported issues and requests to determine the potential impact on systems.
• Ability to read and interpret technical manuals and instructions.
• Ability to clearly document solutions that can be applied to similar problems in the future.
• Ability to follow verbal and written instructions.
• Demonstrate sound judgement in stressful situations.
• Strong interpersonal skills including the ability to communicate effectively with Associates at all levels of the organization.
• Ability to cover after-hours support as needed.
• Equivalent experience will be considered in lieu of degree.
• Equivalent education will be considered in lieu of experience., * Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone
• Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time
• Must be able to lift, carry, push, pull a maximum of 30 lbs

Pulled from the full job description

• Paid training
• Tuition reimbursement
• AD&D insurance
• Health insurance
• 401(k) matching
• Paid time off
• Dental insurance, AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:
• Medical, Dental, Life and AD&D Insurance
• Flexible work schedules
• Pre-Tax & Roth 401(k) plan with company match
• Health Spending Accounts with company contribution & Flexible Spending Accounts
• Company Paid Short-term & Long-term disability
• Paid time off
• Tuition reimbursement & company-paid training programs
• FREE AAA membership & travel / product discounts
• Paid Volunteer Time Off

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission-to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.