Associate Service Desk Technician - Hybrid, Gold River,CA

Summary

At our organization, we make a difference in the lives of California’s most vulnerable populations every day. We support the CalSAWS case management system, which enables county eligibility staff to provide essential services like CalWORKs, CalFresh, Medi-Cal, Foster Care, Refugee Assistance, County Medical Services Program, and General Assistance/General Relief to individuals, children, and families across all 58 California counties. Additionally, we support BenefitsCal, the public platform that allows individuals seeking assistance to track their case progress and communicate with county workers.

We are looking for Associate Service Desk Analysts who are passionate about delivering world-class customer service and ensuring that those in need receive the help they deserve. In this role, you will be the first line of support, managing the creation of cases in ServiceNow, categorizing and classifying reported issues, and either resolving them or escalating them for further analysis and resolution when necessary. The associate service desk role handles many tasks including processing change requests, dispatching remote techs to county sites, and working with both the County and the Public.

As a key point of contact for users, both internal and external, you will be responsible for ensuring seamless communication and support to county employees and the public. Our mission is to restore normal service as quickly as possible with minimal disruption, allowing California’s most vulnerable residents to access the services they need with dignity and respect.

Join us in making a meaningful impact every day.

Your role in our mission

• Initial User Support: Answer incoming calls from users with empathy and strong customer service skills, ensuring a positive experience.
• Voicemail Response: Promptly respond to voicemails left at the Service Desk, addressing user concerns in a timely manner.
• Email Support: Reply to emails received at the Service Desk, providing clear and efficient solutions to user issues.
• On-Site Service Dispatch: Dispatch Remote Maintenance Hardware Technicians as necessary to provide on-site support for users.
• Case Escalation: Escalate cases to incidents and assign them to the appropriate teams for review and resolution.
• Task Assignment: Assign tasks to Level 3 support teams for incidents requiring advanced technical expertise.
• Incident and Problem Ticketing: Associate incident tickets with relevant problem tickets for comprehensive issue tracking.
• Resolution Tracking: Track service request resolutions and provide users with updates and final resolution information.
• Internal Support: Offer support for local equipment, remote maintenance requests, and application-related issues (e.g., password resets), following documented procedures in the knowledge base.
• Escalation to Level 2 & 3: Escalate service requests to Level 2 & 3 support when they fall outside the scope of the Service Desk’s capabilities

What we're looking for

• Call Center Experience: One or more years of experience in a call center environment preferred.
• Ticketing Systems: One or more years of experience working with ticketing systems preferred (ServiceNow or similar).
• Technical Training: Two or more years of technical training or equivalent hands-on experience preferred.
• Customer Support Experience: A minimum of four years of customer support experience, demonstrating excellent service skills.
• Technical Expertise: Experience working with company products and operating systems, with the ability to troubleshoot and resolve computer-related issues.
• Escalation Procedures: Familiarity with company escalation policies and procedures for handling advanced technical problems.

What you should expect in this role

• Onsite/Home Environment: This role operates in a hybrid setting, requiring both on-site and remote work.
• Office Location: Initial training will take place on-site in Gold River, CA. Upon completion of training, remote work is permitted.
• Home Office Requirements: The candidate's home environment must be quiet and free from disruptions, with a reliable internet connection. A dedicated, professional home office setup is essential to mimic the company's office environment and ensure productivity.
• On-Site Requirements: A minimum of two days per week on-site is required, with four days on-site during the training period. The remaining days can be worked remotely for a total of five days per week.
• Service Desk Hours: The Service Desk operates Monday through Saturday from 7:00 a.m. to 6:00 p.m., excluding holidays and scheduled system maintenance. During the training period, this position follows a Monday through Friday schedule from 8:00 a.m. to 5:00 p.m. Work schedules are reviewed and updated every three months and may vary, with start times as early as 6:55 a.m. and end times as late as 6:00 p.m. For team members scheduled on Saturdays, days off may be non-consecutive. Schedules are subject to change at the company’s discretion to support the Service Desk’s extended operating hours.