Associate Service Desk Technician

Provide critical first line support for our customers - primarily internal customers. You will be providing timely support for PC/Laptop, hardware, peripherals, mobile devices and software/applications [including some of which are proprietary; hosted on prem and/or cloud based], by responding to and diagnosing problems via phone, self-service and chat. It may be necessary to escalate to network services, information security, desktop architecture or other "next level" teams. We are a Knowledge-Center-Service organization. Your track record in KCS "UFFA", initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Joining our dynamic, fast paced work environment is an excellent career step for you. First American offers competitive benefits both personal and professional.

HOW YOU'LL CONTRIBUTE

• Support customer inbound password requests and VPN related issues through phone, chat, self-ticketing, and other channels as developed by Service Desk.
• Provide accurate and creative solutions to customer issues to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper reassignment is crucial.
• Follows Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology.
• Creates and maintains knowledge base articles
• Tracks and documents all contacts into IT Service Management software.
• May perform additional duties relating to specific First American applications as assigned.
• Other duties as assigned

• Two-year technical degree or equivalent work-related experience required.
• Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment.
• HDI Support Center Analyst Preferred.

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Aptitude for providing excellent customer service.
• Good communication, problem solving skills and telephone etiquette.
• Ability to use Service Desk standards and follow guidelines.
• General knowledge of call queue environment.

Pay Range: $20.31 - $27.09 Hourly

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Pulled from the full job description

• Employee stock purchase plan
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Paid sick time, By choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

We are Mother Lode Holding Company. We are a family! We like to throw a big party. We like to laugh out loud and have loads of fun. We encourage growth within our company. We are proud of the fact that our employees & leaders are passionate about taking care of their customers and in supporting each other. We take care of our people. We don't just tell our folks how much we appreciate them, we show them. Each and every day.