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 personal computing support to business staff, responding to trouble tickets. Install or setup computers and software, perform problem resolution and maintain defined IT standards. Has a frequent interaction with customers using a high degree of patience and problem management techniques to solve problems. Follow through on resolution with users. Consults solution base to optimize problem resolution. Tracks calls and enters solution data into solution base.

Essential Functions

• Installs and sets up computers for business staff.
• Researches, resolves, and responds to questions received via telephone calls, tracking system, and callbacks in a timely manner, in accordance with standards. All activity is documented in the tracking system.
• Escalates problems to appropriate individual based on established guidelines and procedures.
• Tests and ensures applications are correctly installed and configured on the computer.
• Use and contribute to the knowledge base to resolve issues using KCS methodology.
• Participates in team projects to enhance the technical infrastructure or improve quality or efficiency of problem resolution process.
• Required to perform duties outside of normal work hours based on business needs.

Job Complexities

• Works on standard issues/problems
• May recommend systems modifications to reduce user problems. Refers more complex problems to intermediate and/or senior level.
• Errors may cause business disruption.

Supervision Received or Extended

• Works under close supervision following work procedures and guidelines
• No responsibility for the supervision of others

Impact

Knowledge and Skills/Technology Used

• Fundamental knowledge of desktop systems.
• Demonstrated experience in providing excellent customer service.
• Good communication, problem solving skills and telephone etiquette.
• Ability to use Desktop standards and follow guidelines.
• Proficiency in Windows Operating Systems and Microsoft Office applications.

Typical Education

• BS/AS degree, equivalent work related experience or technical certifications

Typical Range of Experience

• Typically have 1-2 years of related experience

License or Certification

• Microsoft Workstation Certifications preferred
• KCS Foundations 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: $39,547.75 - $54,175.00

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 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.

Job Type: Full-time

Pay: $39,547.75 - $54,175.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Ability to Commute:

• Roseville, CA (Required)

Ability to Relocate:

• Roseville, CA: Relocate before starting work (Required)

Work Location: In person