Associate Service Desk Technician

Mother Lode Holding Company•Roseville, CA

About The Position

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.

Requirements

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.
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.

Nice To Haves

HDI Support Center Analyst Preferred.

Responsibilities

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