Field Services Specialist

AAA Club Alliance is currently seeking a Field Services Specialist to join our team in Worthington, OH.

Please note that this position requires on-site presence at our Worthington, OH office.

The primary duties of the Specialist, Field Services are to:

• Establish relationships in a consultative fashion following the VIP process with key business leaders and Executives.

• Ensure prompt action and response to technical needs for Associates and other stakeholders that use ACA applications, telecommunications, and network. 

• Monitor, respond to, and resolve service tickets received through phone, email, and ticketing queue system and adhere to our Incident Response Plan (IRP) procedures.

• Troubleshoot system hardware and software incidents including operating system and application problems, including accessibility, availability, or operability problems.

• Manage equipment, software purchasing, and inventory records via IT asset management system.

• Responsible for deployment, support, and removal of equipment including phone, desktop, printers, tablets, etc. Some cabling or testing of connections may be required. Work with the Technical Asset Manager to properly capture and inventory assets in the field.

• Document activities in work notes within a Service Now Incident, supplying relevant technical and non-technical information. Record, track, and document the Service Desk request problem-solving process including all successful and unsuccessful decisions made and actions taken through to final resolution. Document all pertinent end user identification information including name, contact information, business unit, nature of problem or issue, and impact to business operations. Reinforce SLAs to manage end-user expectations.

• Alert management to emerging support trends in incidents.

• Support Facilities efforts such as office buildouts, acquisitions, and relocations by installing or removing equipment and wiring for new or replaced devices.

• Support resolution of connectivity issues (VPN, DUO 2 Factor, Citrix, and access to remote applications).

• Device setup and deployment (desktops, printer, mobile, A/V technologies, etc.).

• Maintain, analyze, troubleshoot, and repair products/equipment utilizing the appropriate diagnostic tools. Identify, analyze, and repair product failures; order and replace parts as needed.

• Prioritize and schedule incidents and escalate issues to the appropriately experienced technician and/or management as needed.

• Perform hands-on problem remediation at the desktop level including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Install anti-virus software and ensure virus definitions are up to date.

• Perform preventative maintenance including checking and cleaning of workstations, printers, and peripherals.

• Perform post-resolution follow ups to help requests.

• Develop knowledge base articles and FAQ lists for end users.

• Develop communications and inform management on any technical or system events.

• Participate in the on-call rotation for after-hours and weekend support.

• Provide basic maintenance and support on all phases of security access requests.

• 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.

• 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.

Minimum Qualifications:

• 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 hands-on experience supporting desktop and server hardware or software operating systems including Microsoft 365, Active Directory (AD), group policy, MS exchange client, computing device support (laptops, desktops, table