[Hiring] Service Desk Technician @First American

Role Description

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, 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.

• Support break/fix technical issues of all enterprise applications, hardware, and software used at First American.
• Provide accurate and creative solutions to customer issues to ensure quick restoration of customer productivity.
• Determine if an issue warrants an escalation based on experience and best judgment.
• Follow Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology.
• Pass KCS Foundations course and become certified.
• Create and maintain knowledge base articles using KCS Foundations methodology.
• Maintain a current level of technical knowledge of relevant products and support policies.
• Track and document all contacts into IT Service Management software.
• Investigate previous and pending incidents/requests.
• Perform additional duties relating to specific First American applications as assigned.
• Recommend systems modifications to reduce user problems.
• Escalate more complex problems to a more senior level technician.

Qualifications

• 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.
• 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.

Requirements

• Pay Range: $23.37 - $31.14 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.
• 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.
• First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer.

Benefits

• Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave.
• Employee stock purchase plan.