Associate Help Desk Analyst
Company SummaryFirst American Title's Mortgage Solutions division is a member of the First American Financial Corporation (NYSE:
FAF) family of companies. First American traces its history to 1889 and was named one of FORTUNE's 100 Best Companies to Work For in 2016 and 2017. The Mortgage Solutions division provides title insurance settlement services, signing services, portfolio analytics, retention and acquisition services; property valuations; and default solutions for the mortgage banking industry. In fact, Mortgage Solutions works with a multitude of people across the entire origination, servicing and default continuum, and has helped close millions of real estate transactions nationwide. For more information, visit www.firstam.com/mortgagesolutions/
Job SummaryProvides computer support to end-users for PC, server 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.
Looking for someone to work Saturday and Sunday 9-5 ET, the other three days during the week can be negotiated
Answers first level calls to Service Desk.
Provides first level assistance for defined problems and escalates tickets as necessary.
Tracks calls and documents problems into call tracking software.
Consults knowledge database to optimize resolutions and follows through on resolution with callers.
Acquire current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
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.
May perform additional duties relating to specific BUIT applications as assigned
Job Qualifications 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 intermediate and/or senior level.
No responsibility for the supervision of others
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 network, desktop, telephony and VOIP (voice over internet protocol technologies.
Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment.
Two year technical degree or equivalent combination of education and experience
First American invests in its employee's development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out firstam.com/careers.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
FAF) family of companies. First American traces its history to 1889 and was named one of FORTUNE's 100 Best Companies to Work For in 2016 and 2017. The Mortgage Solutions division provides title insurance settlement services, signing services, portfolio analytics, retention and acquisition services; property valuations; and default solutions for the mortgage banking industry. In fact, Mortgage Solutions works with a multitude of people across the entire origination, servicing and default continuum, and has helped close millions of real estate transactions nationwide. For more information, visit www.firstam.com/mortgagesolutions/
Job SummaryProvides computer support to end-users for PC, server 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.
Looking for someone to work Saturday and Sunday 9-5 ET, the other three days during the week can be negotiated
Answers first level calls to Service Desk.
Provides first level assistance for defined problems and escalates tickets as necessary.
Tracks calls and documents problems into call tracking software.
Consults knowledge database to optimize resolutions and follows through on resolution with callers.
Acquire current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
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.
May perform additional duties relating to specific BUIT applications as assigned
Job Qualifications 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 intermediate and/or senior level.
No responsibility for the supervision of others
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 network, desktop, telephony and VOIP (voice over internet protocol technologies.
Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment.
Two year technical degree or equivalent combination of education and experience
First American invests in its employee's development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out firstam.com/careers.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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