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Help Desk Analyst

  • Location: Santa Ana, CA
  • Job Type: Contract
  • Ref No: 23-00174
  • Date: January 11, 2023
  • Pay: $22.0 - $25.0 per Hour USD
  • Job title:

Job Description - Help Desk Analyst

This position is the critical first line of 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.

Your accountabilities will include:

Support customer inbound requests through phone, self-service and other channels as developed by 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.

Must be flexible with work hours depending on volume.

The Service Desk hours are 5:30am-6:30pm Pacific.

100% remote, any location - Salary for the position is (USD) ***/hour. Final bill rate will depend on candidate's location and client determined geocode.

Available to do occasional After Hours support – weeknights and weekends as needed.

Deskwork / Answering Trouble Tickets via Web or Phone = 100%

Temp to Perm potential

Two year technical degree or equivalent work related experience required.

2-4 years previous experience working in a help desk or 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.

MAGIC Training or previous customer service training desired.

Desktop experience: MS Office 2016 Professional Products, Windows 7, Windows 8, Windows 10.

Internet Explorer 9, 10, 11., and other Browser experience

Familiar with Cisco VPN, Service Now, Cisco VoIP and Soft Phone a plus

Hardware support, Client/Kodak/Canon Printer, Scanners, and Rightfax.

Mobile device support. IOS, Android.

Minimum typing 40WPM

A+ certification preferred

Microsoft, HDI, KCS and/or ITIL certifications a plus

Pay Rate: $24 - $25/hr. W2 (C2C unavailable) 

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