Analyst, Help Desk, Associate

Who We Are

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.


What We Do

Provides computer support to end-users for PC, server or mainframe applications, hardware, telecom and telephony services by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

Simulates, recreates or remotely accesses users' systems to identify user problems to resolve operating difficulties.

HOW YOU'LL CONTRIBUTE

• Answers first level calls to Service Desk.
• Provides first level assistance for defined problems and escalates tickets as necessary.
• Tracks calls and documents problems into call tracking software.
• Consults knowledge database to optimize resolutions and follows through on resolution with callers.
• Acquire current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
• Assists in maintaining Service Desk e-mail and web portal(s) by reading, opening/documenting information into tracking tickets and escalating to proper person or department.
• May perform additional duties relating to specific BUIT applications as assigned
• Required to perform duties outside of normal work hours based on business needs.
• Other duties as assigned

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

• Two year technical degree or equivalent combination of education and experience
• Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment.

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 network, desktop, mainframe (terminal access), telephony and VOIP (voice over internet protocol technologies.

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.


** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant's criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.


What We Offer

By choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also 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.