Help Desk Analyst

$47,840 - $62,400/Yr

First American Financial - Santa Ana, CA

Full-time - Entry Level

Santa Ana, CA

5,001-10,000 employees

Insurance Carriers and Related Activities

About the position

The Help Desk Analyst at First American Financial Corporation is responsible for providing computer support to end-users for various applications and hardware. This role involves diagnosing problems, providing solutions, and ensuring customer satisfaction through effective communication and problem-solving skills. The analyst will work under general supervision and may escalate complex issues to senior staff as needed.

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.
• Recommends systems modifications to reduce user problems.
• Escalates more complex problems to senior level.

Requirements

• 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.

Nice-to-haves

• HDI Support Center Analyst Preferred

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401k plan
• Paid time off (PTO)
• Paid sick leave
• Employee stock purchase plan