IT Help Desk Analyst

Americor is seeking an IT Helpdesk Analyst, Level 1, to join our growing team as our technology takes off and our customer base (as well as internal employees) grow. The Service Desk Technician will supply a differentiated customer experience to our internal employees (both onsite and remote) by supplying world-class service. This will consist of fielding inquiries, requests and performing initial troubleshooting for all IT systems, corporate and remote user systems, and properly documenting each interaction.

Compensation: $24.00-$28.00/hr, depending on experience.

Work Location: 18200 Von Karman Suite 500, Irvine, CA.

Work Hours: Full-time

About Us:

Americor is a leading provider of debt relief solutions for people of all backgrounds. We offer a variety of services to help our clients achieve financial freedom, including debt consolidation loans, debt settlement, and credit repair. Our dedication to others sets us apart – not only as a company but as a community of employees who support each other’s personal and professional growth. This commitment has earned us recognition as a ‘Top Place to Work’ and a leader in customer service excellence.

Responsibilities:

• Be the first point of contact for internal support requests.
• Support customers via phone and email.
• Categorize and prioritize tickets correctly.
• Complete and correct resolution of requests; supplies answers by finding problems, researching issues, and guiding end-users through corrective steps.
• Thoroughly document problems and resolutions of support requests in the ticketing system (Freshservice).
• Help keep a current knowledge base of processes and procedures and be a key contributor.
• Collaborate with a team of IT professionals to resolve the needs of our end-users.
• Learn to understand how the business process works, how the technology supports the process, how integrations work, and the impact of changes to any part.
• Escalate unresolved issues to the proper resolving groups via trouble tickets.

Requirements:

• 1-3 years of solid Service Desk or Help Desk experience.
• 1-3 years of solid Customer Service experience.
• Intermediate Windows 10 operating system knowledge including user-profiles and policies.
• Intermediate knowledge of supporting and troubleshooting IT Hardware, such as laptops and tablets.
• G Suite experience preferred.
• Office 365 knowledge, including Teams, Excel, and Outlook preferred.
• Self-learner with a desire to keep up with the latest technology trends & practices.
• Excellent team player with strong verbal and written communication skills.
• Excellent interpersonal skills; ability to build trusted relationships with users and business stakeholders.
• Must be a good multi-tasker with the ability to navigate and use multiple systems simultaneously.

Education:

• High School diploma or equivalent required.
• Bachelor’s degree preferred.

Company Benefits:

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program

Other Duties:

This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Americor is proud to be an Equal Opportunity Employer. Americor does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.