First American
(Remote) Service Desk Technician
First American, Santa Ana, California, United States, 92725
Who We AreJoin a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.
What We DoThis position is the critical first line of support for our customers -- primarily internal customers. You will be providing timely support for PC/Laptop/Mac, hardware, peripherals, mobile devices, Multi-Factor Authentication, 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. Joining our dynamic, fast paced work environment is an excellent career step for you. First American offers competitive benefits both personal and professional.
Your accountabilities will include:Support customer inbound requests through phone, chat, self-ticketing, and other channels as developed by the IT Service Desk.Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial.Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers.Assist in the developing and maintaining of a problem resolution knowledgebase.Available to do After Hours support - weeknights and weekends.Assist in maintaining Help Desk e-mail, by reading, opening/documenting information into tracking tickets and escalating to proper person or department.Provide user administration and application support for supported applicationsEscalate User rights issues and employee setup issues to application AdministratorsDocument all calls in ticketing program.Availability
Must be flexible with work hours; The IT Service Desk is 24/7Available to do occasional After-Hours support - weeknights and weekends as neededQualifications
Two-year technical degree or equivalent work-related experience requiredFour-year degree is preferred3-4 years previous experience working in a service desk environmentExcellent customer service skillsGood communication, problem solving skills, and telephone etiquetteAbility to use Service Desk standards and follow guidelines, as well as help others interpret policyAbility to support MacOS & JamF Apple Device ManagementLicenses:
A+ certification preferredMicrosoft, Apple Certified Support Professional, HDI, KCS and/or ITIL certifications a plusKnowledge, Skills & Technology:
MAGIC Training or previous customer service training desiredDesktop experience: MS Office 365, Windows 10, Windows 11, MacOS, Adobe productsEdge, Chrome, Safari, and other Browser experienceFamiliar with Cisco VPN, ServiceNow, MS Teams Calling, and Soft Phone is a plusHardware support, HP/Kodak/Canon Printer, Check Printers, Scanners, Rightfax and Concord eFaxMobile device support. iOS, AndroidMinimum typing 40WPM
Pay Range: $20.72 - $34.53 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
What We OfferBy choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also 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.
What We DoThis position is the critical first line of support for our customers -- primarily internal customers. You will be providing timely support for PC/Laptop/Mac, hardware, peripherals, mobile devices, Multi-Factor Authentication, 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. Joining our dynamic, fast paced work environment is an excellent career step for you. First American offers competitive benefits both personal and professional.
Your accountabilities will include:Support customer inbound requests through phone, chat, self-ticketing, and other channels as developed by the IT Service Desk.Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial.Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers.Assist in the developing and maintaining of a problem resolution knowledgebase.Available to do After Hours support - weeknights and weekends.Assist in maintaining Help Desk e-mail, by reading, opening/documenting information into tracking tickets and escalating to proper person or department.Provide user administration and application support for supported applicationsEscalate User rights issues and employee setup issues to application AdministratorsDocument all calls in ticketing program.Availability
Must be flexible with work hours; The IT Service Desk is 24/7Available to do occasional After-Hours support - weeknights and weekends as neededQualifications
Two-year technical degree or equivalent work-related experience requiredFour-year degree is preferred3-4 years previous experience working in a service desk environmentExcellent customer service skillsGood communication, problem solving skills, and telephone etiquetteAbility to use Service Desk standards and follow guidelines, as well as help others interpret policyAbility to support MacOS & JamF Apple Device ManagementLicenses:
A+ certification preferredMicrosoft, Apple Certified Support Professional, HDI, KCS and/or ITIL certifications a plusKnowledge, Skills & Technology:
MAGIC Training or previous customer service training desiredDesktop experience: MS Office 365, Windows 10, Windows 11, MacOS, Adobe productsEdge, Chrome, Safari, and other Browser experienceFamiliar with Cisco VPN, ServiceNow, MS Teams Calling, and Soft Phone is a plusHardware support, HP/Kodak/Canon Printer, Check Printers, Scanners, Rightfax and Concord eFaxMobile device support. iOS, AndroidMinimum typing 40WPM
Pay Range: $20.72 - $34.53 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
What We OfferBy choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also 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.