Associate Service Desk Technician

Mother Lode Holding Company•Roseville, CA

About The Position

We are Mother Lode Holding Company, a family that enjoys celebrating, laughing, and having fun. We encourage internal growth and are proud of our passionate employees and leaders who are dedicated to customer care and mutual support. We value and show appreciation for our people daily. Our role involves providing critical first-line support to primarily internal customers. You will offer timely assistance for PC/Laptop issues, hardware, peripherals, mobile devices, and software/applications (some proprietary, hosted on-premise and/or cloud-based) by responding to and diagnosing problems via phone, self-service, and chat. Escalation to network services, information security, desktop architecture, or other specialized teams may be required. We operate as a Knowledge-Center-Service organization, and your experience with KCS "UFFA", initial problem recognition, and swift resolution or escalation, while ensuring excellent customer service, will contribute to your success. Joining our dynamic, fast-paced work environment is a significant career advancement opportunity. First American provides 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.