Help Desk Analyst

Who We AreJoin a team that puts its People First! As a member of the First American family of companies, First American Trust is a federal savings bank that has provided banking, wealth management, and trust solutions on a national, full-service basis for more than five decades. 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 DoProvides computer support to end-users for PC, server or mainframe applications, hardware, telecom and telephony services by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates, recreates or remotely accesses users’ systems to identify user problems to resolve operating difficulties.

What You'll Do

• 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

What You'll Bring

• 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.
• Broad range of network, desktop, mainframe, telephony and VOIP (voice over internet protocol) knowledge is highly desirable.
• 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.
• HDI Support Center Analyst Preferred

Pay Range: $23.00-$30.00 per hour

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

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 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.