Desktop Support Analyst at Honolulu

Job Description

First American Financial Corporation (NYSE: FAF) is a leading provider of title insurance and settlement services to the real estate and mortgage industries, that traces its heritage back to 1889. First American and its affiliated companies also provide title plant management services; title and other real property records and images; valuation products and services; home warranty products; property and casualty insurance; and banking, trust and investment advisory services. With revenues of $3.8 billion in 2011, the company offers its products and services directly and through its agents and partners in all 50 states and abroad. More information about the company can be found at www.firstam.com.

This is a field-based Desktop Support position, positioned in one of our most important Field Offices. The successful candidate will be responsible for providing personal computing support to business staff, responding to trouble tickets for 3 offices in the Hawaiian Islands. Additionally, support will be offered to other business customers located on the Mainland, via remote support, as part of the Southwest Regional Support Team. Activities include install or setup of computers and software, problem resolution and maintaining defined IT standards. Youll have frequent interaction with customers using a high degree of customer service and troubleshooting techniques to solve problems. The successful candidate will have excellent follow through skills when resolving issues with customers. Our knowledge base will serve as a regular resource to optimize problem resolution. Youll tracks calls and enter solution data into ticketing system.

Additional Detail:

Install and setup computers for business staff.
Research, resolve, and respond to questions received via telephone calls, tracking system, and callbacks in a timely manner, in accordance with standards.
Escalate problems to appropriate individual based on established guidelines and procedures.
Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
Test and ensure applications are correctly installed and configured on the computer.
Participate in team projects to enhance the technical infrastructure or improve quality or efficiency of problem resolution process.
Assist with the development, and communication of the technical policies for personal computing products.
Work with users to provide limited desktop training.
May assist with Server and/or LAN support.

Job Requirements

Bachelors degree or equivalent combination of education and experience required.
2-4 years of technical support experience required.
A+ Certification or related experience required.
Experience configuring and testing desktop/laptop systems with limited supervision.
Experience in AD, TCPIP, CITRIX support. A working knowledge of network support, including troubleshooting switches and routers.
Basic knowledge of project management to act as team member
Demonstrated problems-solving skills to ensure quick and efficient problem resolution.
Aptitude for providing excellent customer service. Good communication and telephone etiquette.
Ability to use Desktop standards and follow guidelines, as well as help others interpret policy.
Demonstrated organizational and time management skills to maximize effort and time.
Knowledge of Service Now, ITIL Foundations and any HDI Certifications are a PLUS.

First American offers an empowered work environment that encourages creativity, initiative and professional growth. Our salaries are competitive and we offer an extensive benefits package, including: Health, Dental, Vision Care, 401(k) Retirement Savings Plan that includes a discretionary company match tied to profitability, Voluntary Long-term and Short-term Disability Insurance, Basic and Voluntary Life and Accidental Death Insurance, Flexible Spending Accounts (Health and Dependent Care), Employee Assistance Program, Discounted Employee Stock Purchase Program, Tuition Assistance Program, Voluntary Group Legal, Auto, Long-Term Care Insurance, Settlement Services Reimbursement Program, and Company Credit Union.

Country: USA, State: Hawaii, City: Honolulu, Company: First American Financial Corporation.