Responsible for

Essential Job Functions

HELPDESK

INSTALL, CONFIG, AND MAINTENANCE

Evaluated and tested technical issues Perform quality assurance reviews and
and devised appropriate solutions to assist management with vendor
resolve problems quickly and dispatch and outage notification
efficiently. Delivered high-level failure processing.
analysis, issues and performed critical
technical diagnostics to ensure system
functionality.
Perform quality assurance reviews and Led quality assurance reviews by
assist management with vendor dispatch facilitating UAT testing to ensure the
and outage notification processing. developed and customized
applications met the quality standards
laid out in implementation
documentation.
TECHNICAL SUPPORT / CONSULTING
Trained and mentored new employees, Act as mentor and technical resource
facilitating sessions to instill to level one support personnel.
comprehension of company processes and
procedures, department best practices, and
service skills and techniques to create a
cohesive team dedicated to achieving
common goals.
Implemented an After Hours Support Provide quality first-level technical
Oncall process in order to provide support to enterprise staff
additional onsite support and remote
assistance for major business impacting
incidents that occur outside of standard
business hours.
Automated help desk activities to
eliminate manual monitoring and tasks,
on-call support, and prior delays in
resolving user request that improved the
resolution SLA from 84% to 95% within
4 months.
 Reduced help desk tickets 35% by
implementing the companies first
interactive troubleshooter that streamlined
client support issues for end users to self-
solve their problems quickly and
efficiently.
Provide quality first-level technical
support to enterprise staff
Resolved and closed 95% of trouble
tickets on the first call without escalation.
giving prompt, and professional resolution to
questions or problems related to enterprise
standard client software (off the shelf as well
as internally developed), hardware, printers,
voice systems, internet access, and network
connectivity.
DOCUMENTATION
Serve as a point of resolution for
county elected officials, delivering
quality customer support
troubleshooting resources, generating
technical documentation, and
facilitating communication flow for
various issues and projects.
giving prompt, and professional
resolution to questions or problems
related to enterprise standard client
software (off the shelf as well as
internally developed), hardware,
printers, voice systems, internet access,
and network connectivity.
Commended for quickly resolving
questions and complex issues
including system crashes, network
connectivity problems, user security
access, virus infections and more.

PROCESSES/POLICIES

TESTING / TRAINING

Help Desk Tech Support II

Job Code: 16952

Primary Location: Coppell, TX 
Other Locations:
Job Type: Full Time
Category: Information Systems/Information Technology
 The Road to Success Starts Here!
The Automobile Club of Southern California is seeking career-minded individuals for our Help
Desk Analyst II opportunity in Coppell, TX.

Qualifications

Successful candidates have the following qualifications:

 2 – 3 years’ experience in a high volume call center environment supporting desktops,
Microsoft Office products, remote assistance and other infrastructure related
hardware and software.
 Must have strong communication and customer service skills.
 Experience using BMC Remedy problem management tool preferred.
 High School Diploma, GED, or equivalent certification required.
 BS in information technology related field preferred.
 Course work in a recognized certification program (A+, MCSE, MCP, etc.) desired