First American Financial Group, Inc. ยท 3 hours ago
Help Desk Analyst
Santa Ana, CA
Full-time
Remote
Entry, Mid Level
$23/hr - $30/hr
2+ years exp
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Responsibilities
Answers first level calls to Service Desk.
Provides accurate and creative solutions to customer problems of moderate nature to ensure customer productivity.
Assists in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.
Acquires and maintains current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
Responds to after hours customer calls.
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.
Assists in the development and maintenance of a problem resolution knowledgebase.
May perform additional duties relating to specific BUIT applications as assigned
Required to perform duties outside of normal work hours based on business needs.
Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
Works under general supervision following work procedures and guidelines.
Recommends systems modifications to reduce user problems.
Escalates more complex problems to senior level.
No responsibility for the supervision of others
Qualification
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Required
Two year technical degree or equivalent combination of education and experience
Aptitude for providing excellent customer service
Good communication, problem solving skills and telephone etiquette
Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy
Typically 2-4 years of directly related experience within a service desk/technical support environment
Maintains currency and high level of technical skill in field of expertise
Knowledge of basic System Administration functions
Preferred
Broad range of network, desktop, mainframe, telephony and VOIP (voice over internet protocol) knowledge is highly desirable
HDI Support Center Analyst Preferred
Benefits
Medical
Dental
Vision
401k
PTO/paid sick leave
Employee stock purchase plan
Company
First American Financial Group, Inc.
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2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
