Who We Are Join 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 Do This position is the critical first line of support for our customersprimarily 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 applications
- Escalate User rights issues and employee setup issues to application Administrators
- Document all calls in ticketing program.
Availability
- Must be flexible with work hours; The IT Service Desk is 24/7
- Available to do occasional After-Hours support - weeknights and weekends as needed
Qualifications
- Two-year technical degree or equivalent work-related experience required
- Four-year degree is preferred
- 3-4 years previous experience working in a service desk environment
- Excellent customer service skills
- Good communication, problem solving skills, and telephone etiquette
- Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy
- Ability to support MacOS & JamF Apple Device Management
Licenses:
- A+ certification preferred
- Microsoft, Apple Certified Support Professional, HDI, KCS and/or ITIL certifications a plus
Knowledge, Skills & Technology:
- MAGIC Training or previous customer service training desired
- Desktop experience: MS Office 365, Windows 10, Windows 11, MacOS, Adobe products
- Edge, Chrome, Safari, and other Browser experience
- Familiar with Cisco VPN, ServiceNow, MS Teams Calling, and Soft Phone is a plus
- Hardware support, HP/Kodak/Canon Printer, Check Printers, Scanners, Rightfax and Concord eFax
- Mobile device support. iOS, Android
- Minimum 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 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.