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

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. Joining our dynamic, fast paced work environment is an excellent career step for you. First American offers competitive benefits both personal and professional.

Essential Functions

• Support customer inbound password requests and VPN related issues 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.
• Follows Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology.
• Creates and maintains knowledge base articles
• Tracks and documents all contacts into IT Service Management software.
• May perform additional duties relating to specific First American applications as assigned.

Job Complexities & Impact

• Works on standard issues/problems relating to password and VPN issues.

Supervision Received or Extended

• No responsibility for the supervision of others.
• 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 a more senior level technician.

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 call queue environment.

Typical Education

• Two-year technical degree or equivalent work-related experience required.

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 Support 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.

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: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person