Associate Service Desk Technician

Mother Lode Holding Company•Roseville, CA

5d•$20 - $27

About The Position

We are Mother Lode Holding Company, a family that enjoys celebrating and laughing together, fostering growth, and taking care of our people. We provide critical first-line support for our primarily internal customers, offering timely assistance for PC/Laptop hardware, peripherals, mobile devices, and software/applications. This role involves responding to and diagnosing problems via phone, self-service, and chat, with the possibility of escalating issues to specialized teams like network services, information security, or desktop architecture. As a Knowledge-Center-Service organization, a strong track record in KCS, initial problem recognition, and efficient resolution or escalation is key to success. Joining our dynamic, fast-paced work environment at First American is an excellent career move, offering competitive personal and professional benefits.

Requirements

Two-year technical degree or equivalent work-related experience required.
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.
Provide accurate and creative solutions to customer issues to ensure quick restoration of customer productivity.
Properly reassign issues if they cannot be resolved within a certain timeframe.
Follow Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology.
Create and maintain knowledge base articles.
Track and document all contacts into IT Service Management software.
Perform additional duties relating to specific First American applications as assigned.
Perform other duties as assigned.