Service Desk Technician

First American•Santa Ana, CA

1d•Remote

About The Position

As a Service Desk Technician, you’ll 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. We are open to remote candidates for this role.

Requirements

Associate degree in IT or related field, or equivalent hands-on experience.
4 years of directly related experience within a service desk/technical support environment preferred.
HDI Support Center Analyst preferred.
Proven excellent customer service skills.
Good communication, problem solving skills, and telephone etiquette.
Ability to use Service Desk standards and follow guidelines.
Current understanding of PC/Laptop, hardware, peripherals, mobile devices, and software/applications [including some of which are proprietary; hosted on prem and/or cloud based.
Maintains current and high level of technical skill in the field of expertise.
Ability to troubleshoot moderately complex technical issues by analyzing multiple factors and identifying root causes.

Responsibilities

Support break/fix technical issues of all enterprise applications, hardware, and software [including proprietary] used at First American. This is supported 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. Technicians must use their experience and best judgement to determine if an issue warrants an escalation.
Follows Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology. Technicians are expected to pass KCS Foundations course and become certified.
Creates and maintains knowledge base articles, using their KCS Foundations methodology to become a KCS Contributor.
Maintains a current level of technical knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers.
Tracks and documents all contacts into IT Service Management software. Technicians are expected to investigate previous and pending incidents/requests.
May perform additional duties relating to specific First American applications as assigned.
Recommends systems modifications to reduce user problems.
Escalates more complex problems to a more senior level technician.