Service Desk Technician

BilingualBilingualFull TimeRemoteMid LevelTeam 10,001+Since 1889H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

$23 - $31 / hour

Seniority

Mid Level

No structured requirement data.

Job Description

Service Desk Technician

First American

Role Description As a Service Desk Technician, you’ll provide critical first line support for our customers - primarily internal customers. You will be providing timely support for: - PC/Laptop, hardware, peripherals, mobile devices - Software/applications, including proprietary; hosted on-prem and/or cloud-based You will respond to and diagnose 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. You will also support emerging AI-powered tools and technologies used across the organization, assisting users with: - Access - Troubleshooting - Adoption - Responsible use of AI-enabled applications and services 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. We are open to remote candidates for this role. Qualifications - Bachelor’s degree in IT or related field, or equivalent hands-on experience - 4 years of directly related experience within a service desk/technical support environment required - Experience supporting or using AI-powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred - Familiarity with supporting end users in AI-enabled environments, including troubleshooting, guidance, and responsible use of AI tools, highly preferred - HDI Support Center Analyst preferred - Proven excellent customer service skills - Good communication, problem-solving skills, and telephone etiquette - Ability to use Service Desk standards and follow guidelines - Current understanding of PC/Laptop, hardware, peripherals, mobile devices, and software/applications including some of which are proprietary; hosted on-prem and/or cloud-based - Maintains current and high level of technical skill in the field of expertise, including awareness of emerging AI technologies and workplace productivity tools - Ability to troubleshoot moderately complex technical issues by analyzing multiple factors and identifying root causes Requirements - Support break/fix technical issues of all enterprise applications, hardware, and software used at First American - Provide support for AI-powered tools and platforms used across the organization - Provide accurate and creative solutions to customer issues to ensure quick restoration of customer productivity - Follow Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology - Create and maintain knowledge base articles using KCS Foundations methodology - Track and document all contacts into IT Service Management software - May perform additional duties relating to specific First American applications as assigned - Recommend systems modifications and AI-enabled solutions to reduce user problems and improve productivity - Escalate more complex problems to a more senior level technician Benefits - Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave - Employee stock purchase plan

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