Associate Service Desk Technician

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

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

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

• 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.


** 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.