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# Associate Service Desk Technician

- **Company:** Mother Lode Holding Co.
- **Location:** Roseville, CA, United States
- **Salary:** $42,245.0 - $56,347.0
- **Contract:** Permanent contract
- **Skills:** Cyber Security, Virtual Private Networks (VPN), Network Service, Peripherals
- **Published:** July 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=8f7d94fe6dfb48aa

## About the Role

* 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.

## Description

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


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