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Title

Help Desk Analyst III 

About the Organization Since 1986 LERETA's nationwide team of real estate tax and flood professionals has provided the mortgage and insurance industries the fastest, most accurate and complete access to property tax and flood information across the nation. LERETA is an industry leader with an enormous focus on technology, innovation, and commitment to service excellence.  
Open Date 3/2/2023  
Position Help Desk Analyst III  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Category Information Technology  
Location Pomona  
Req Number INF-23-00005  
Description

The Help Desk Analyst III provides first, second, and third-level support for computer hardware and software. The role is responsible for creating Help Desk tickets and managing priorities.

Help Desk

  • Receives and logs telephone calls and emails from computer users who are reporting issues with hardware, software, network activity or other computer-related issues
  • Responds to questions, assists with resolving issues, and tracks the issues to completion to ensure satisfactory resolution or escalation as needed
  • Collects and compiles statistics and specifications from users and vendors as requested by WAN and LAN administrators to facilitate troubleshooting
  • Performs basic system administrative functions as assigned in accordance with company security procedures
  • Makes simple repairs to equipment
  • Contacts vendors as needed to resolve issues and/or for assistance with support under special maintenance agreements
  • Prepares reports related to Help Desk activity for management's review to assist in identifying training issues, staffing issues, identify trends indicative of potential issues, and to ensure that procedures governing Help Desk activity are current and effective
  • Participates in testing and training on new software and hardware that will be supported by the Help Desk
  • Keeps up to date and familiar with new technology in order to effectively evaluate and resolve user issues
  • Installs new systems, peripherals, hardware, and software as needed
  • Adheres to corporate information security guidelines
  • Promotes information security and the protection of automated corporate assets among co-workers by encouraging safe computing and adherence to company information security guidelines

This position will perform other duties as assigned based on the needs of the department.

SALARY RANGE: $20.72 - $ 25.90

CORE COMPETENCIES:

  • Highly motivated self-starter
  • Team player mentality
  • Ability to work in a fast-paced environment and prioritize a varied workload between multiple systems and customers
  • Excellent written and oral communication skills
  • Excellent Customer Service skills
  • Ability to work flex and overtime hours (as needed)
  • Ability to quickly and accurately troubleshoot various Help Desk issues
  • Ability to learn new skills/software quickly
  • Ability to work in a team environment to collectively address and resolve issues
  • Ability to respond with urgency to customer and management needs or requests for assistance, reports etc.
 
Position Requirements
  • 2+ years’ experience with Help Desk and/or phone technical support
  • Extensive knowledge of various operating systems, desktop publishing packages and customized packages
  • Extensive knowledge of PC hardware and software, programming languages and interfaces between systems and applications
  • Proficiency in Microsoft® Office Outlook, PowerPoint, Excel, Access and Word
  • High School Diploma or equivalent
  • Ability to type 35+ wpm
 
EOE Statement We are an Equal Employment/ Affirmative Action Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://LERETALLC.appone.com



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