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Sr. Client Technologies Specialist

Company: AAA Washington
Location: Bellevue
Posted on: November 20, 2022

Job Description:

Sr. Client Technologies SpecialistJoin an exciting team! We are looking for a Sr. Clent Technologies Specialist to join our IT Team! AAA Washington provides roadside assistance, insurance, and travel services to over 1.1 million members in Washington State and Northern Idaho. Headquartered in Bellevue, WA, the organization is comprised of approximately 700 dedicated staff located at the corporate offices, and 28 retail service centers in Washington and Idaho.AAA Members have come to trust the integrity, reliability, and quality of the AAA brand. As AAA Washington continues to expand and enhance services and capabilities that rely on technology, we must take appropriate measures to protect our brand promise by ensuring the overall quality and reliability of our systems, and managing through incidents in an efficient and capable manner.The Client Technologies Specialist at AAA Washington plays a key role in supporting the mobile and desk-side technologies used by our employees and service partners.The Client Technologies Specialist demonstrates substantive skill in four key areas:Mobile technologies, including mobile smart phones and tablets.Desktop technologies, including laptop & desktop hardware/software and printers.Desktop connectivity (VPN, Networking, Remote Desktop/Virtual Desktop).Telephony - handset deployment, softphone/VoIP.Responsibilities:Provide timely, professional technical Tier1 and Tier 2 support to end user requests that come in via phone, online chat or emails and ensures tickets are logged.Responsible for technical support of client platform technologies; maintains, analyzes, troubleshoots and repairs computer systems, wireless devices, mobile devices, software applications and hardware peripherals.Responsible for image management including builds, updates, documentation, tracking and the tools associated with image management.Implements solutions for incident and change requests submitted to the Service Desk by internal AAA WA customers.Schedules and performs computer and phone Install/Move/Add Changes (IMAC).Participates in technology projects as assigned. Provides quality assurance testing support for desktop / mobile solutions.Tests new hardware and software for the AAA Washington; ensures new products don't conflict with other AAA Washington applications; performs quality assurance testing following implementation of third party repairs and solutions.Performs hardware repairs and maintenance on computer systems, handheld devices, cell phones, wireless cards, phones, printers and peripherals; images computer systems as required; reviews hardware warranties and coordinates the replacement of out of warranty computers with new inventory in accordance with AAA WA IT Stewardship Roadmap objectives.Serves as subject matter expert on key projects and initiatives as assigned.Represents AAA Washington in professional group meetings, events, and conferences relating to client/mobile technologies, services, and solutions.Maintains awareness of new trends and developments in the fields related to area of assignment; incorporates new developments as appropriate; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable policies and procedures, rules and regulations.Coordinates with 3rd party support entities as required ensuring delivery of services, support, and solutions.Maintain a high degree of customer service for all support queries and adhere to all service management principles.Manages mobile device provisioning/configuration leveraging corporate MDM platform.Maintains and manages equipment inventory including changes to the Track-IT CMDB.Develop knowledgebase articles for common IT service desk requests.Develop knowledgebase content for customer service representatives who provide baseline support to AAA members and customers.Escalates requests or incidents to AAA Washington Engineering and Application staff as appropriate.Takes ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.Maintains a high degree of customer service for all support queries and adhere to all service management principles.Provides basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).Creates user accounts, reset passwords, create groups etc.May monitor endpoint backup system taking action to remediate issues or escalate as needed.Provides assistance and training to other Client Technology Specialists in solving more advanced users problems and inquiries. Refers problems and inquiries to more experienced technical staff or management if necessary.May assist in overseeing or coordinating Endpoint Technology activities for desktop related services.May develop, maintain and enhance standardized desktop builds (imaging), application packaging, and endpoint rollout processesFollow change management process and procedures.Utilize automated deployment tools to package and deliver updates to endpoint devices.Provide input to quotes and invoice reviews prior to approvals.Other duties as assigned by managerParticipate in rotating 24x7 on-call supportExperience / Training / Education:Associates Degree or two year technical school certification strongly preferred.5+ years previous client technology engineering / support experience with proven increased responsibility.Incident Management experience - Managing incidents including business expectations and communication.Must have a valid WA state Driver's LicenseApplicable desktop certification preferred.WHO WE AREThe American Automobile Association (AAA) is a federation of motor clubs across North America. AAA Washington is the largest independent club in the U.S. with 1.2 million members and nearly 600 employees in Washington and northern Idaho. A leader in roadside assistance, mobility advocacy and traffic safety for nearly 120 years, AAA Washington also operates a full-service travel agency and the largest independent personal-lines insurance agency in WashingtonAAA Washington was established in 1904 by 10 prominent Seattleites determined to champion the betterment of motoring conditions, laws and legislation; the preservation of Washington state's natural beauty; and the promotion of Washington as an unrivaled tourist destination. More than a century later the club continues to pursue these on behalf of its members.BENEFITSUp to 22 days of Paid Time Off (PTO) in the first year4 Hours of Volunteer Time Off every yearTen Paid Holidays every year in addition to PTO, including MLK and JuneteenthPPO Medical insurance plans, including Traditional or HDHP options with HSA and Employer ContributionsFlexible Pay401(k) with Employer MatchFree Premier RV AAA Washington MembershipTravel, Insurance, and Membership DiscountsFlexible Spending AccountsFree parkingAnnual incentiveNOTIFICATIONSAAA Washington is committed to hiring and retaining a diverse and inclusive staff.We are interested in every qualified candidate who is eligible to work in the United States; however, we do not sponsor visas.We do not provide relocation assistance. The expectation for this position is that the employee lives within our Washington/Idaho service area.AAA Washington is a drug-free workplace.Upon hire, new employees must show proof of full vaccination. #senior client technology specialist #IT #Technology # help desk

Keywords: AAA Washington, Bellevue , Sr. Client Technologies Specialist, Other , Bellevue, Washington

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