Analyst,Help Desk,Assoc

Who We Are

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

Provides computer support to end-users for PC, server or mainframe applications, hardware, telecom and telephony services by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates, recreates or remotely accesses users’ systems to identify user problems to resolve operating difficulties.

Essential Functions

• Answers first level calls to Service Desk.
• Provides first level assistance for defined problems and escalates tickets as necessary.
• Tracks calls and documents problems into call tracking software.
• Consults knowledge database to optimize resolutions and follows through on resolution with callers.
• Acquire current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
• Assists in maintaining Service Desk e-mail and web portal(s) by reading, opening/documenting information into tracking tickets and escalating to proper person or department.
• May perform additional duties relating to specific BUIT applications as assigned
• Required to perform duties outside of normal work hours based on business needs.

Job Complexities

• Works on standard issues/problems

Supervision Received or Extended

• Works under direct supervision following work procedures and guidelines.
• Focuses on learning functional aspects of position including policies and procedures.
• May recommend systems modifications to reduce user problems.
• Refers more complex problems to intermediate and/or senior level.
• No responsibility for the supervision of others

Impact
Knowledge and Skills/Technology Used

• 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 network, desktop, mainframe (terminal access), telephony and VOIP (voice over internet protocol technologies.

Typical Education

• Two year technical degree or equivalent combination of education and experience

Typical Range of Experience

• Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment.

License or Certification

• HDI Suport Center Analyst Preferred

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed. Pay Range: $20.34 - $27.12 Hourly, Remote 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.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.